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David Deckelmann in Credit unions, Strategic Survey Ideas, Survey strategy
5 Survey Questions to Ask Your Unengaged Members—and How to Win Them Back
Discover five essential survey questions to reconnect with unengaged credit union members and actionable strategies to win them back.
Charlene Foley in Survey strategy
I Have Survey Data… Now What?
It’s okay to be in this (good) dilemma. If you are new to your role of collecting member feedback or a veteran needing some fresh ideas, relish in the fact that you are sitting on a goldmine. You have data that holds the answers to the actions your company should take on behalf of your […]
Charlene Foley in Survey strategy
Culture Eats Strategy for Breakfast
We’ve all heard this saying before, but I can promise you from first-hand knowledge (a few times over), it is absolutely true. And the best part, as a Member Experience leader in any shape or form that you serve, you have an influential role to play. For my first blog post, I wanted to start […]
David Deckelmann in Survey strategy
The Value of Drip Campaigns (in Member Satisfaction Surveys)
Member satisfaction surveys can be really misleading if you do them wrong. There are countless reasons why you might get inaccurate or biased results: You ask the wrong question You ask the wrong people You send surveys at the wrong time The list could go on. However, let’s not focus on what to avoid. Rather, […]
David Deckelmann in Survey strategy
Survey Pro Tip: Don’t Ask for Info You Already Have
Every data analytics company will be happy to tell you how much data your credit union has. In fact, if you have data folks on your team, they’d be happy to tell you all about it. And all those data people will also tell you that much of that data goes unused. So, why are […]
David Deckelmann in Credit unions, NPS, Strategic Survey Ideas, Survey strategy
Decoding the Value of Credit Union NPS
It’s easy to think your net Promoter Score (NPS) is arbitrary. However, even as a vague, catch-all metric, it can tell you a lot. LiveSurvey and Maps Credit Union looked deeper into what their NPS was telling them. What they learned was downright surprising. Read on to learn more about the value of credit union […]
David Deckelmann in Credit unions, Strategic Survey Ideas, Survey strategy
LiveSurvey Helps Maps Credit Union Increase Young Adult Member Engagement
Background Maps Credit Union is a $1.25B financial institution serving over 76,000 members in the beautiful Willamette Valley, Oregon. Maps put a lot of effort into building out their digital banking capabilities in the last several years and they wanted to measure their efforts. Maps sees digital excellence as part of their strategic growth initiative. […]
David Deckelmann in Survey strategy
15 Survey Use Cases for Credit Unions
Credit unions have two options when it comes to the voice of the member: Listen or ignore. If you listen to the voice of the member, you may uncover better strategic options and direction. If you ignore them, you have to trust that you what your members need better than they do. That said, balancing […]
David Deckelmann in Member Insight, Strategic Survey Ideas, Survey strategy
LiveSurvey on CUbroadcast at Trellance23
Original title: How Maps Used Analytics and Sentiment to Improve Decisions and Profitability. That might tell you where this is going… So, we recently had the pleasure of talking with Mike Lawson on CUbroadcast. We got to discuss one of the key bits of data that so many people miss: direct member feedback, a.k.a. survey […]