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David Deckelmann in Article, How-to Guide
NPS Step-by-Step: How to Get Beyond the Numbers
It's important to recognize that the effort to measure and understand the member experience is not an expense, but rather it's an investment in creating more profitable members. A better Mx will create happier members which can have a big impact on your bottom line.
David Deckelmann in How-to Guide
Designing Your NPS Survey: Keep it Simple
Getting started with NPS is probably easier than you think. The most basic NPS survey is only two questions long. That's it. You can add more-- but you don't have to. Especially at first. There is power in its simplicity.
David Deckelmann in How-to Guide
Introduction: Your 2018 Member Experience Playbook
Thanks to cloud technology, NPS is finally accessible to small and medium-sized credit unions as well. CU's have always known how to "connect" but struggled to effectively manage the frequency and quality of these connections.
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.
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 […]
cuw in How-to Guide
Inbox or Mailbox: Where Should You Survey Your Members?
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 their own survey. In other words, how to use a DIY approach. The last “W” […]
cuw in How-to Guide
The Truth about “One Question” Metrics: What Does a Good Survey Ask?
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 their own survey. In other words, how to use a DIY approach. What Should I […]
cuw in How-to Guide
The Perfect Time to Send a Survey Invitation
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 their own survey. In other words, how to use a DIY approach. Read the full […]