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David Deckelmann in Uncategorized
The Ultimate Credit Union NPS Guide (Part 2)
This is Part 2 of a 5-part series about credit union NPS. Read Part 1 here to learn what NPS is!
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 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.
Dylan Moore in Uncategorized
Five Survey Topics that Every Credit Union Should Use
Transactional NPS surveys can help you learn a lot about specific services. Here are five transactional surveys your credit union should use immediately.
David Deckelmann in Uncategorized
Which Survey Platform is Right for Your Credit Union?
Credit unions have a choice of several different survey platforms. Read on to learn which might be best for them.
David Deckelmann in Article, Uncategorized
The Answer to the Number One Question – NPS or MES. That is the question.
Net Promoter Score -or- Member Effort Score That is the question. The Number One Question What is the difference between Net Promoter Score and Member Effort Score for Credit Unions? There are multiple tools available for measuring member satisfaction in the credit union world: namely, the Net Promoter Score and Member Effort Score. You’ve […]
David Deckelmann in Article, Uncategorized
Member Effort Score and Why its Important
Why is Member Effort Score important for Credit Unions? Are you familiar with the term “Member Effort Score”? LiveSurvey frequently gets asked what it means, and if you’re not already utilizing member effort score—also commonly known beyond the credit union industry as Consumer Effort Score or CES—it’s time to get on board. This […]
cuw in Uncategorized
One Survey Doesn’t Tell the Whole Story
A good transactional survey score doesn't tell you if your *overall relationship* is in trouble. Understanding your relationship status will impact how you handle future interactions. That's the logic behind a Relationship Survey.
cuw in Uncategorized
4 Great Strategies to Build Member Loyalty
Making your members happy is key to earning their loyalty and keeping them for the long-term. Creating an organization capable of delivering a quality experience is critical to achieving this objective. Here are four fundamentals to help you establish repeatable, effective processes that deliver experiences worthy of loyalty: 1. Identifying Moments of Truth While you […]