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David Deckelmann in Survey strategy
Credit Union Journey Mapping: What It Is and Why It’s Important
Journey mapping is a way to visualize or understand a person’s path from Point A to Point B. It has become an important tool in tracking consumer experience for many use cases…
David Deckelmann in Survey strategy
Turn Bad Member Experiences into Positive Reviews
Unless you live alone, you probably do some chores (we hope). And you probably get criticized more for undone chores than thanked for completed ones, right? Forget to clean the bathroom one time and then hear about it for months…
David Deckelmann in Survey strategy
DIY Credit Union Member Surveys: Who, What, When, Where, and Why
In this post, 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. Basically, this is a DIY guide.
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 strategy
Credit Unions: Use That Marketing Consent Question!
Marketing consent questions should be used in far more surveys. That holds true especially for organizations that feel they don’t have as many marketing resources as they’d like.
David Deckelmann in Survey strategy, Uncategorized
12-Month Credit Union Survey Plan and Roadmap
Building a strong survey program can be a challenge. Asking the right questions is just the tip of the iceberg.
David Deckelmann in Strategic Survey Ideas, Survey strategy
How Credit Unions Are Using Surveys During COVID-19
Operations have drastically changed for most credit unions since COVID-19. There isn’t much “business as usual” going around.
David Deckelmann in Survey strategy, Uncategorized
Member Satisfaction Surveys: Should You Use Emojis on Likert Scales?
People like to keep things simple. Especially when it comes to understanding their credit union. But when it comes to credit unions understanding their members, it’s a little more complicated. Credit unions need feedback—often in the form of member satisfaction surveys.
David Deckelmann in Survey strategy
Surveys Give Credit Unions a Marketing Edge
Surveys are important tools for ensuring consistently great member service at credit unions. They provide the kind of member insight needed to make informed strategic decisions. They also highlight issues and areas that need improvement. But surveys do more than just boost your member experience. They can also be leveraged for marketing purposes. Here are […]