LiveSurvey Blog
Browse Categories
cuw in Article
Do You Know How Well Your Employees Performed Yesterday?
Getting Feedback About Member Experience is Critical to CU Success If you don’t know how your staff served members yesterday, it may be a sign that you should rethink how your credit union tracks, measures, and analyzes its performance. Credit union managers often focus on their marketing efforts to attract those who are leaving banks […]
David Deckelmann in Article, How-to Guide
LiveSurvey Feature Highlight: Question Alerts
Each week, I try to share helpful information about surveys or survey methodolgy in general each week, but this week I'm doing something a little different. This week’s blog highlights a key feature of LiveSurvey, Question Alerts, and discusses the primary issue it was designed to solve. We created question alerts so our clients never again miss an opportunity to rescue a member relationship.
David Deckelmann in Article, How-to Guide
The Big Mistake Credit Unions Make on Net Promoter Score®
The net promoter score methodology is probably the most widely used survey metric in the United States. But most credit unions who are using it are doing it wrong, and the result of an improperly deployed NPS program can be damaging to the bottom line.
cuw in Article
Listen to Your Membership and Create Huge Growth
Where did you hear about us?” A very common question posed on new member surveys, typically to help measure marketing effectiveness. But there is a difference between knowing where your message was heard and knowing why your message worked. Finding out the why a new member chose you (along with further segmentation by demographics and product type) will spotlight the highly resonant portions of your message, thereby creating new targeting insights for your advertising efforts.
cuw in Article
Old-fashioned NPS Gets an Update
Also called "Drip" or "Waveless" NPS, real-time NPS is the modern version of the Ultimate Question. Technology-centered CUSO’s like LiveSurvey can modernize your NPS by automating the admin and analysis so you can focus on insight and action. Modern NPS is no longer a periodic check in, but rather an ongoing measure of member relationship health, generating insights leading to real improvements.
David Deckelmann in Article
Ride Member Loyalty to Increase Profits
Understanding your member loyalty will help you predict which members are ready for new offers from you. Even more critical is knowing which members are at risk of defecting, and what steps you need to take to prevent it.
cuw in Article
Supercharge Your Surveys with Questions That Matter
Many a company has wound up making bad business decisions trying to guess what the millennial generation really wants. So how to find out what the next generation values about your relationship?
cuw in Article
Do Your Survey Questions Reflect Your Business Strategy?
Your Goals Have Changed. Why Haven’t Your Survey Questions? All credit unions have business goals that they want to achieve, whether it is improving a specific product’s effectiveness, offering more services to members, or growing their membership. But when it comes time to consider their member survey strategy, many credit unions fail to take their […]
cuw in Article
Want to Reduce Member Frustration? Use Net Promoter Score®
As credit unions, we would like to be on top of our game all of the time, but this is probably unrealistic. While we certainly don’t receive nearly as many complaints as banks, credit unions are not immune to frustrated members. Whether it’s an overdraft fee, a debit card dispute, or getting turned down for […]