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David Deckelmann in Survey Metrics
Why Your NPS Score Might Be Inflated…
The Net Promoter Score is a great metric to measure customer satisfaction in any industry. However, just because it’s a standard metric, that doesn’t mean it gives standard, easily-compared scores. Many high NPS scores are simply inflated due to a sampling bias. Sampling biases often arise in surveys. Essentially, if you don’t survey everyone, you […]
David Deckelmann in Survey Metrics
The Most Frustrating Things About NPS Scores
After enticing someone to take a survey, you want to make sure they finish it—and that they provide good data. Yet, the smallest things can derail even the best surveys. So, beyond preventing survey fatigue, your credit union has another task: Combatting unclear or ambiguous questions.
David Deckelmann in Survey Metrics
Five Reasons Why NPS Scores Are Unreliable
NPS surveys provide a standard customer satisfaction metric across multiple industries. So, why shouldn’t you rely solely on your NPS score?
David Deckelmann in Survey Metrics
Using Net Promoter Scores for Your Credit Union Membership Drive
Are you trying to grow your credit union with a membership drive? Don’t forget the most powerful marketing resource of them all: your current members.
David Deckelmann in Survey Metrics
How to Calculate Your Customer Effort Score
If your credit union intends to use customer effort score surveys, then you’ll want to know how to do the calculation. Read on to learn how.
David Deckelmann in Survey Metrics
How to Do Customer Effort Score Benchmarking at Your Credit Union
Benchmarking is a useful tool for tracking survey results. It allows credit unions to measure their performance against their own history, their competitors, and even other industries. Two of the more common standard survey types that credit unions use are Net Promoter Scores (NPS) and customer effort scores (CES). We’ve already covered NPS scores in […]
David Deckelmann in Survey Metrics
What Is a Good NPS Score, Really?
Not long ago, we wrote about bad and good NPS scores. In it, we hemmed and hawed, equivocated, harrumphed, and even tergiversated. It was great. But in providing the most accurate answer, we may have failed to provide concrete numbers. We’re here to try again. But fair warning: there will again be a lot more […]
David Deckelmann in Survey Metrics
What Can a Credit Union Learn from Their NPS Score?
NPS scores can tell you a lot—or a little—depending on how you read them. Read on to learn what your credit union can learn from its NPS scores.