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October 22, 2018 / October 23, 2018 by David Deckelmann | Leave a Comment
Any credit union should consider itself fortunate to gain valuable member data. How they choose to use that data? That’s the real trick. For the sake of simplicity, we’re going to distill this down to one simple metric—we might as well title this blog, “what kind of member insight can you gain using only one […]
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October 16, 2018 / January 2, 2019 by David Deckelmann | Leave a Comment
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. The Basics At its core, LiveSurvey is just a simple but powerful tool to ask questions and […]
Surveys
October 16, 2018 / October 17, 2018 by David Deckelmann | Leave a Comment
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 […]
Article NPS Surveys
October 2, 2018 / November 11, 2024 by David Deckelmann | Leave a Comment
Do you know why Relationship Surveys are so Important? While some of our mothers may protest to the contrary, nobody’s perfect. Credit unions are the same. If you’re looking for ways to improve your business, where would you start? We figure the best way to begin the slog toward improvement is by assessing where you currently […]
Article NPS
October 1, 2018 / October 2, 2018 by David Deckelmann | Leave a Comment
Do you know the Pros and Cons of a Net Promoter Score? If you’re looking for some kind of data to give you insight about how customers feel about your business, you may consider finding your net promoter score, or NPS. Let’s look at some of the pros and cons of an NPS. People talk. […]
Article Uncategorized
September 25, 2018 / November 11, 2024 by David Deckelmann | Leave a Comment
Net Promoter Score -or- Member Effort Score That is the question. The Number One Question What is the difference between Net Promoter Score and Member Effort Score for Credit Unions? There are multiple tools available for measuring member satisfaction in the credit union world: namely, the Net Promoter Score and Member Effort Score. You’ve […]
September 25, 2018 / September 26, 2018 by David Deckelmann | Leave a Comment
Why is Member Effort Score important for Credit Unions? Are you familiar with the term “Member Effort Score”? LiveSurvey frequently gets asked what it means, and if you’re not already utilizing member effort score—also commonly known beyond the credit union industry as Consumer Effort Score or CES—it’s time to get on board. This […]
Article
April 13, 2017 / September 13, 2018 by David Deckelmann | Leave a Comment
Did you know: 80% of companies say they provide great service, but only 8% of consumers say they receive "great service" from the companies that serve them. In other words, 90% of companies who say they provide great service are just plain wrong. Are you one of them?
Article How-to Guide
April 4, 2017 / April 4, 2017 by David Deckelmann | Leave a Comment
Immediate follow-up and attempted resolution is also a powerful way to reduce negative word of mouth. In the old days, when a member was upset they would pick up the phone and call your contact center. Now, the member picks up their smartphone to angrily inform to their 432 Facebook friends how terrible their Credit Union is! Keep your Facebook profile clean by following up to negative survey responses immediately.
