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David Deckelmann in Member Insight, NPS, Survey Metrics
What Is a Good NPS Score for My Credit Union?
Your Net Promoter Score can tell you a lot about your credit union’s member experience. But when should you worry, and when you bust out the bubbly?
David Deckelmann in NPS, Survey Metrics
Credit Union Fee Income vs. Member Sentiment
Fee income is the boogeyman of choice in credit unions these days, but how much does it affect member sentiment? See the NPS results here.
David Deckelmann in Survey Metrics
Member Experience Metrics Credit Unions Should Measure
There are two different kinds of member experience metrics that credit unions typically measure: Hard metrics and intangibles.
David Deckelmann in Survey Metrics
NPS for Credit Unions: How to Get Started
This is Part 5 of a 5-part series about credit union NPS. Read Part 3 to learn how to improve your NPS or Part 4 to learn why NPS can be unreliable!
David Deckelmann in Survey Metrics
The Ultimate Credit Union NPS Guide (Part 4)
This is Part 4 of a 5-part series about credit union NPS. Read Part 2 to learn what your score means or Part 3 to learn how to improve your NPS!
David Deckelmann in Survey Metrics
The Ultimate Credit Union NPS Guide (Part 3)
This is Part 3 of a 5-part series about credit union NPS. Read Part 1 to learn what NPS is or Part 2 to learn what your score means!
David Deckelmann in Survey Metrics
The Ultimate Credit Union NPS Guide (Part 1)
Almost every industry uses the Net Promoter Score (NPS) or something like it to measure customer satisfaction. And credit unions—along with other financial institutions—do as well.
David Deckelmann in Survey Metrics, Survey strategy
Survey Comment Categorization Is Better Than NPS
Credit unions all across the US still cling to their NPS scores. And why not? It’s a recognizable metric that monitors direction and performance over time. Plus, it can be used for peer benchmarking—if you’re into that sort of thing.
David Deckelmann in Survey Metrics
Five Employee Mistakes that Destroy Member Loyalty
The benefit of exceeding expectations is relatively small. On the other hand, the cost of failing to meet expectations can be huge. A negative member interaction can have up to four times the impact of a positive one.