Free eBooks
LiveSurvey Blog
Real-time Member Surveys
Article How-to Guide
March 28, 2017 / April 4, 2017 by David Deckelmann | Leave a Comment
Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.
Read more »
Tagged
Uncategorized
March 22, 2017 / March 22, 2017 by cuw | Leave a Comment
A good transactional survey score doesn't tell you if your *overall relationship* is in trouble. Understanding your relationship status will impact how you handle future interactions. That's the logic behind a Relationship Survey.
March 16, 2017 by David Deckelmann | Leave a Comment
It's important to recognize that the effort to measure and understand the member experience is not an expense, but rather it's an investment in creating more profitable members. A better Mx will create happier members which can have a big impact on your bottom line.
Article
March 9, 2017 / March 9, 2017 by David Deckelmann | Leave a Comment
It’s clear that the member experience is more important than ever. To win the hearts (and wallets) of tomorrow’s members, Credit unions need to become even more focused on being member-centric organizations.
March 2, 2017 / November 11, 2024 by cuw | Leave a Comment
Getting Feedback About Member Experience is Critical to CU Success If you don’t know how your staff served members yesterday, it may be a sign that you should rethink how your credit union tracks, measures, and analyzes its performance. Credit union managers often focus on their marketing efforts to attract those who are leaving banks […]
How-to Guide
February 26, 2017 / November 11, 2024 by David Deckelmann | Leave a Comment
Getting started with NPS is probably easier than you think. The most basic NPS survey is only two questions long. That's it. You can add more-- but you don't have to. Especially at first. There is power in its simplicity.
February 21, 2017 / August 29, 2018 by David Deckelmann | Leave a Comment
Thanks to cloud technology, NPS is finally accessible to small and medium-sized credit unions as well. CU's have always known how to "connect" but struggled to effectively manage the frequency and quality of these connections.
December 12, 2016 by David Deckelmann | Leave a Comment
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.
December 6, 2016 / November 12, 2024 by David Deckelmann | Leave a Comment
The net promoter score methodology is probably the most widely used survey metric in the United States. But most credit unions who are using it are doing it wrong, and the result of an improperly deployed NPS program can be damaging to the bottom line.
