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Charlene Foley in How-to Guide, Member Insight
Turn Member Insights into Results
Create a truly member-centric credit union, by ensuring member voices aren't just heard, but acted upon.
Charlene Foley in How-to Guide, Member Insight
Identifying and Implementing Quick Wins in Member Experience
Whether your Member Experience (MX) initiatives began years ago or just recently, identifying “Quick Wins” can provide immediate improvements. Quick Wins are fixes that can be done independently, with minimal technology impact, and typically within 1-3 weeks. These tasks should not significantly impact workloads but can address persistent issues that have not been prioritized. Examples […]
David Deckelmann in How-to Guide
How to Sort Survey Comments by Topic and Type
In a nutshell: Survey responses are data. How you interpret that data is the analysis. The easiest way to begin that analysis is by sorting survey responses into “buckets.”
David Deckelmann in How-to Guide
8 Tips for Making a Good Credit Union New Member Survey
40% of all account openers leave their financial institution within the year. Make sure that doesn’t happen by keeping them engaged. A new member survey could make all the difference.
David Deckelmann in How-to Guide, Member Insight, Strategic Survey Ideas, Surveys
How You Can Give Your Credit Union Members a Voice (Hint: It’s a Survey)
Credit unions thrive on member insight. Surveys are one easy way to give all of your members a voice.
David Deckelmann in How-to Guide, Member Insight, Strategic Survey Ideas
Credit Union Member Survey Ideas
Here’s a revolutionary idea: asking people about their experiences in order to improve them in the long run. Credit union member surveys reveal significant, actionable member insight that can take your services to the next level. Financial institutions don’t just deal with money—they also deal in the social currencies of trust and loyalty. People turn […]
David Deckelmann in How-to Guide, Surveys
How Can You Use Member Data to Improve Your Credit Union?
Any credit union should consider itself fortunate to gain valuable member data. How they choose to use that data? That’s the real trick. For the sake of simplicity, we’re going to distill this down to one simple metric—we might as well title this blog, “what kind of member insight can you gain using only one […]
David Deckelmann in Article, How-to Guide
Don’t Let Detractors Get You Down
Immediate follow-up and attempted resolution is also a powerful way to reduce negative word of mouth. In the old days, when a member was upset they would pick up the phone and call your contact center. Now, the member picks up their smartphone to angrily inform to their 432 Facebook friends how terrible their Credit Union is! Keep your Facebook profile clean by following up to negative survey responses immediately.
David Deckelmann in Article, How-to Guide
Focus on Transactions to Build Better Relationships
Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.