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cuw in Article
Why Member Surveys are so Important
How Member Surveys Can Help Increase Customer Satisfaction When your credit union is firing on all cylinders and sales are up, it can seem as though there is little room for improvement at your branches. However, basing your efforts on how you are doing compared to others isn’t the end-all of accurate measurements, and can […]
cuw in Article
3 Reasons NPS Alone Isn’t Enough
Why Stop at NPS? Ever since Fred Reichheld created the Net Promoter Score® (NPS®) in 2003, the metric for measuring customer loyalty and satisfaction has been widely used by credit unions today. This metric may be frequently referred to as the “Ultimate Question”, but this doesn’t mean that it should be the ONLY question. While […]
David Deckelmann in Article
Help Your Promoters Spread the Word
It isn’t that impressive when a credit union toots their own horn, but when others do it, the results can be stunning. Member testimonials and online recommendations are extremely powerful and have the highest effectiveness rating for every type of content marketing. Online reviews have an amazing reliability rating of 89 percent. Use this easy technique to boost your online reputation.
cuw in Article
Is the “Likert Scale” the Key to Measuring Member Sentiment?
What is the Likert Scale? Have you ever had a hospital ask how satisfied you were with your recent visit? What about a department store asking how much you “agree with the following statement”? If so, then you have already had some experience using the Likert scale. This scale is commonly used for measuring the […]
David Deckelmann in Article
Move Over, NPS, There’s a New Metric in Town
Experimenting with a blend of [Member Effort Score and NPS] can help you improve your services and give you a better picture of your member’s loyalty to your credit union.
David Deckelmann in Article, How-to Guide
NPS Tune-up: 3 Common Mistakes, Plus 2 Winning Tips
Is it time for an NPS Tune-up? Implementing NPS is easy. Implementing it effectively is not. If you’re thinking about pursuing an NPS strategy at your Credit Union, or even if you already have, here are some common mistakes to avoid, and some great tips to help fine-tune your approach: Common Mistakes Mistake #1: Too […]
David Deckelmann in Article
Real-time Surveys Can Help Your Credit Union Avoid Disaster
Surveying your members is all about improving your business. While there are many different methods and approaches to go about collecting feedback, for help in navigating day-to-day obstacles, nothing beats transactional surveys. It doesn’t really matter what methods you are using to measure by. Using transactional data to generate surveys to members immediately after an […]
David Deckelmann in Article
More Member Complaints = Better Service?
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 proud of that fact. But the reality is that this love-fest doesn’t help us improve […]
David Deckelmann in Article
Stop Trying to Delight Your Members
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 the phone with a customer, just to keep him company. These stories are nice, but […]