LiveSurvey is a powerful tool to help you gauge member satisfaction at your credit union. With it, you can determine your net promoter score (NPS), receive member feedback, or even engage people on social media. Despite its broad functionality, there are a few key questions that credit unions have been asking their members. We’ll look at a few of the top credit union survey topics below.
What Kind of Feedback do You Value?
The most important consideration for any survey is identifying what kind of information you need. LiveSurvey has near-limitless customizability, so you’re free to ask just about anything on our platform. Of course, for purposes of propriety, we strongly recommend against questions that you wouldn’t ask in polite company!
Unsurprisingly, there are a few things that most credit unions want to know. Each deals with member satisfaction in some way, which makes sense, because that’s your bread and butter. Sure, asking about your members’ favorite shark movies is fun and engages your member base, but it won’t help you provide better services, targeted products, or improve member retention. (Well, probably. People do enjoy shark movies.)
On a base level, most folks just want to know if people like them. Our desire for validation isn’t pure narcissism, though. From a business standpoint, customer approval is critical.
One of the top credit union survey questions has to do with basic relationship strength. At set intervals, credit unions ask their people to rate their overall satisfaction with their member experience to date. Their feedback can be converted to an NPS, which can help track relationship progress, overall approval of credit union services, and lay the groundwork for peer benchmarking.
I admit that I’m not always concerned with how people feel about me overall; often, I want to know how people feel about something specific that I’ve done.
For example, if I’ve just made dinner for a friend, I’ll nervously ask how they like it. I taste as I cook, so I’m usually already comfortable with the final product, but I’m less confident that my tastes will fit both of our palates. A little check-in ensures that I’m on the right track—if I’m off, they’ll let me know, and I can pass the salt, or the hot sauce, or scrap the whole thing and order pizza.
Credit unions care about the same kinds of things, albeit with higher stakes. Another top credit union survey question format is the transactional survey.
Credit unions ask their members about day-to-day transactions, such as member-employee interactions or online banking experiences. Just as with cooking for a friend, these types of questions help credit unions pinpoint their strengths, areas that need work, or issues that warrant further analysis.
The last big question involves member loans. Members applying for mortgages and car loans in particular grant valuable feedback with implications for the future.
A credit union survey for a mortgage or a car loan will give strategic information in two ways. First, just as with a transactional survey, it can illuminate any strengths or weaknesses in the loan process. Second, a credit union can use that survey information for future marketing campaigns.
Although these are the top three credit union survey questions we’ve seen so far, we’ve been impressed with many other creative applications for the LiveSurvey tool. Read more about them here!
If you want to learn more about the different types of surveys and how to use them, check out these articles as well:
What is the Difference Between Relationship Surveys and Transactional Surveys