Each week, I try to share helpful information about surveys or survey methodolgy in general each week, but this week I’m doing something a little different.
This week’s blog highlights a key feature of LiveSurvey, Question Alerts, and discusses the primary issue it was designed to solve.
We created question alerts so our clients never again miss an opportunity to rescue a member relationship.
Why Use Question Alerts?
Problem: Slow (or no) response to poor member experiences leave members frustrated and staff unable to resolve “fixable” issues.
Member complaints are a fact of life. Whether it’s a bad service experience, a policy they don’t agree with, or even an issue that occurred in a branch parking lot, these things happen. Some of the most responsive credit unions still find themselves playing “catch up” when sorting through survey results—trying to reach out to unhappy members several days or even weeks after the incident took place.
The bad news is that by then it’s usually too late. According to “Understanding Consumers” by Ruby Newell-Legner, it takes 12 positive experiences to make up for one unresolved negative experience. If you are contacting the member a week or more after the incident—your odds of achieving resolution are almost zero.
The American Express OPEN Survey, 2015 states: “91% of unhappy customers say they won’t willingly shop at the offending business again, but 70% of the time, if you can fix the problem or resolve a complaint in the customer’s favor, they will do business with you again.”
How Do Question Alerts Work?
Instead of relying on the member to request follow-up, Question Alerts analyze answers and send an instant notification to any person or group in your credit union based on a member response to a specific survey question.
When your member has a bad experience, they may not feel like typing into the comments what happened, or perhaps they think “why bother”. Only about 4% of disgruntled consumers actually bother submitting a written complaint. That’s 1 out of 26. But a “0” score for the net promoter question will now alert the appropriate manager with the transaction information needed to investigate and attempt to resolve the issue, even if the member didn’t leave a comment.
How to Use Question Alerts
For LiveSurvey clients, a Question Alert can be attached to any question in any survey.
1. In our Survey Editor, just click on the question you want to add an alert to, and select “Create alert”.
2. In the pop-up box, enter the email address (multiple addresses or distribution lists are ok too) you would like the alert to be sent to.
3. Choose the value(s) that will trigger the alert to go out. It’s ok to choose more than one value, but at least one value must be chosen.
4. Save the alertThe American Express OPEN Survey, 2015
The American Express OPEN Survey, 2015 states: “91% of unhappy customers say they won’t willingly shop at the offending business again, but 70% of the time, if you can fix the problem or resolve a complaint in the customer’s favor, they will do business with you again.”
It takes months to earn a member’s business, and only moments to lose it. We created LiveSurvey to help credit unions keep more business—one member at a time.
If you aren’t a client of LiveSurvey, but would like to find out more, consider signing up for a free net promoter analysis or a live demo of the platform.
