Embarking on the journey of credit union surveys may leave you wondering which questions to ask. While we can’t provide a one-size-fits-all set of questions, we can offer guidance on crafting survey questions tailored to your credit union’s needs.
Read on to see what kind of questions you might ask your members… depending on your credit union’s strategy.
Which Topics to Ask About First
The essential relationship question you should ask members is:
“On a scale from 1 to 10, how likely are you to recommend us to a friend or colleague?” The resulting Net Promoter Score ranges from -100 to 100, offering insights into member satisfaction. We recommend including this question (or one like it) in most surveys because it gives a running picture of what
However, our focus in this blog is transactional surveys.
Transactional Survey Topics for Credit Unions
There’s no single “best question” to ask when it comes to transactional surveys. Rather, there are only “best questions” for your specific credit union (depending on your needs).
Let’s illustrate this with an example featuring two credit unions:
- Credit Union A is about to make changes to their online banking
- Credit Union B is concerned about their in-branch experience
Credit Union A could ask questions like:
- How would you rate your experience with our online banking portal?
- How easy is it to manage your money online?
- What would make our online banking experience more convenient for you?
Credit Union B might ask:
- How was your wait time in our branch today?
- Was your teller able to assist you with your needs?
- Do you have any suggestions to improve our branch service?
The key takeaway is that the best questions to ask are those that directly address your credit union’s specific concerns.
Additional Survey Strategies for Credit Unions
When crafting member surveys, consider these basic strategies to ensure you receive valuable responses:
1. Keep it short and engaging
Even those among us with the shortest attention spans can handle a quick survey. One question? Not a problem. Three questions? Sure, why not. Seven questions? Well, now you’re treading on thin ice.
The highest response rates come from credit union member surveys with five or fewer questions.
2. Minimize open-ended questions
While open-ended questions provide detailed insights, they can be taxing for members. Nobody wants to write essay question after essay question, even in the age of ChatGPT.
Limit open-ended questions to one or two per survey.
3. Remember the three tenets of good survey questions
We have a whole blog dedicated to our idea of following three basic survey tenets. All three are designed around understanding different facets of member experience.
Design transaction survey questions to give insights that improve member trust, transactional accuracy, and convenience.
More Credit Union Survey Resources
We update our blog often with information about member feedback and credit union survey strategy. If you’d like to learn more about member surveys and anything else related to improving the credit union experience, follow the links below!
Credit Union Member Survey Ideas
Survey Questions to Avoid for Better Credit Union Member Insight