One of the great things about the LiveSurvey platform is that we don’t limit what kinds of questions you can ask. As a result, we see many credit unions using LiveSurvey in creative ways, and to great effect.
At its core, LiveSurvey is just a simple but powerful tool to ask questions and get answers. It has broad functionality to allow users to customize survey questions to pinpoint and get feedback in specific areas of interest, to provide Net Promoter Scores (NPS) from relationship and transactional surveys, and to gauge satisfaction across countless business functions.
Its simple design and flexibility also lends itself to any situation in which a credit union requires feedback from multiple people. Here’s where we’ve seen credit unions using LiveSurvey a little more creatively.
For many credit unions, one of the main reasons they’re using LiveSurvey is to see how their employees are interacting with their members on a daily basis.
Keeping tabs on member-employee relations has had a few key benefits. First, credit unions have been using LiveSurvey to identify and reward employees who really go the extra mile for their members. We love seeing positive reinforcement stemming from our software.
Second, credit unions can see recurring themes that need to be addressed. If employee-member interactions seem to fall short occasionally, or in specific areas, credit unions can diagnose problems, so they can look into solutions. It’s also possible for management to spot specific employee issues that need to be addressed.
Third, we’ve seen credit unions leverage the information they get from LiveSurvey results to help train new employees or retrain existing ones. The information they’ve gotten from surveys grants them insight into better practices.
Comments Mean More than Just NPS
Another very cool application we’ve seen credit unions using LiveSurvey for is marketing. Our software can allow respondents to write in comments if the question calls for it. As such, credit unions can use member comments for a variety of things.
One of the primary drawbacks of relying solely on relational or transactional NPS numbers is that they don’t delve into causation. A score can tell you when people do or don’t like your service, but it can’t tell you specifically why. By allowing people to explain their experiences, credit unions gain far more understanding of how members feel.
One of the more ingenious ways we’ve seen credit unions using LiveSurvey is for marketing.
Some credit union members have a great way with words. When someone writes a positive comment, a credit union can use their words as a makeshift review.
We’ve watched some credit unions establish a stronger, more organic social media presence by leveraging some of the comments they’ve received through our surveys. It’s advertisement and word of mouth at the same time.
One of our favorite things is seeing the way we’ve enabled credit unions to improve their member services. We take a lot of pride in what we offer, but we’re also very impressed with how our clients have been able to use our software to accomplish so many different things.
If you’re interested in seeing what else you can do with LiveSurvey, contact us to learn more!
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