Due to the COVID-19 crisis, consumers are spending much less time outside their homes. Additionally, many credit unions have closed their branches. Others have altered the way their branches operate.
This means that more people are using digital banking channels. But are they using those channels effectively? Are they getting the member experience they’re used to in the branch?
How to Ensure Great Digital Experience
Digital service channels are more important than ever during this pandemic. Online banking, mobile banking, the occasional ATM… heck, even drive-throughs are getting love again.
But are these channels operating effectively? Is online banking confusing or hard to log into? Are there missing functions in the mobile app? Is RDC buggy?
Credit unions should survey their members to ensure that digital banking options meet their needs. Here are some questions you might want to ask:
- Do you use online and mobile banking more often during this time?
- Which digital banking option do you prefer, online or mobile?
- Do you have any difficulties with online banking? If yes, what?
- Do you have any difficulties with mobile banking? If yes, what?
- Is there any way we could improve our digital banking options for you?
Of course, you can word each question however you want. Or you might want to add in your own. Here’s why we chose these:
Why Survey About Digital Banking?
During this pandemic, it’s harder for people to freely access their money. Banking issues they could usually take care of in branch must now be completed digitally.
So, it’s very important that mobile and online banking options are easy and intuitive.
Surveys let you know if and when your members have home banking problems.
- Do you use online and mobile banking more often during this time? This question simply confirms that your members are relying more on home banking methods. It’s important to understand how and where your members bank with you.
- Which digital banking option do you prefer, online or mobile? If you learn that 90% of home banking is mobile, you may want to spend more effort there, as opposed to online banking (for example).
- Do you have any difficulties with online banking? If yes, what are they? This question and follow-up may pinpoint specific issues with your online banking platform. If there’s a problem, this question will help you identify and fix it.
- Do you have any difficulties with mobile banking? If yes, what are they? This question and follow-up do the same as the last, but for mobile banking. It’s critical to ask this question for each digital service channel!
- Is there any way we could improve our digital banking options for you? Finally, ask your members if there are any changes they would like to see. This may give your credit union ideas for new ways to improve service and help members.
This may also be a good time to check in about your other service channels. For example, are your ATMs up to speed? Is your drive-through meeting member expectations? Is your call center working well?
The answers to these questions will help you help your members.
Conclusion and Further Reading
So long as we’re social distancing, you should check in often with your members. Doing so will ensure that you continue to meet their needs during this difficult time.
Typically, we suggest using surveys to source large amounts of member feedback. LiveSurvey is an easy-to-use digital survey platform specifically for credit unions.
To see how it works, schedule a demo today!
Or follow the links below to learn more.
How Do You Connect with Members During a Crisis?
Credit Union Member Experience Tools: SurveyMonkey vs LiveSurvey vs Member Loyalty Group vs Raddon