LiveSurvey Blog

Bill Gates is quoted as saying “Your most unhappy customers are your greatest source of learning”. In other words, member complaints are like gold to a credit union. As Credit Unions, we love our members, and they love us– we’re…

Stop Trying to Delight Your Members

March 22, 2016

David Deckelmann

Article

Most people know the story about the Nordstrom employee who let a customer return a set of snow tires despite the fact that the store never carried them. Or the one about the Zappos employee who spent six hours on…

Inbox or Mailbox: Where Should You Survey Your Members?

March 14, 2016

In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create…

Are You Still Mailing Your Member Surveys?

March 1, 2016

Article

When I first started at the Credit Union (last century), member survey time was a big deal every year. Ah, those were exciting times: focus groups, phone calls, mass mailings, all to get the responses needed to understand how our…

The Truth about “One Question” Metrics: What Does a Good Survey Ask?

February 28, 2016

In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create…

The Perfect Time to Send a Survey Invitation

February 23, 2016

In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create…

How Much Feedback is Enough? Deciding Who to Survey

February 18, 2016

In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create…

Why Should I Create a Member Survey? The Easy Answer is…

February 13, 2016