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Real-time Member Surveys
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November 14, 2016 / November 12, 2016 by cuw | Leave a Comment
Where did you hear about us?” A very common question posed on new member surveys, typically to help measure marketing effectiveness. But there is a difference between knowing where your message was heard and knowing why your message worked. Finding out the why a new member chose you (along with further segmentation by demographics and product type) will spotlight the highly resonant portions of your message, thereby creating new targeting insights for your advertising efforts.
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October 31, 2016 / October 31, 2016 by cuw | Leave a Comment
Also called "Drip" or "Waveless" NPS, real-time NPS is the modern version of the Ultimate Question. Technology-centered CUSO’s like LiveSurvey can modernize your NPS by automating the admin and analysis so you can focus on insight and action. Modern NPS is no longer a periodic check in, but rather an ongoing measure of member relationship health, generating insights leading to real improvements.
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September 25, 2016 / September 26, 2016 by David Deckelmann | Leave a Comment
Understanding your member loyalty will help you predict which members are ready for new offers from you. Even more critical is knowing which members are at risk of defecting, and what steps you need to take to prevent it.
September 12, 2016 by cuw | Leave a Comment
Many a company has wound up making bad business decisions trying to guess what the millennial generation really wants. So how to find out what the next generation values about your relationship?
July 21, 2016 by cuw | Leave a Comment
Your Goals Have Changed. Why Haven’t Your Survey Questions? All credit unions have business goals that they want to achieve, whether it is improving a specific product’s effectiveness, offering more services to members, or growing their membership. But when it comes time to consider their member survey strategy, many credit unions fail to take their […]
June 27, 2016 by cuw | Leave a Comment
As credit unions, we would like to be on top of our game all of the time, but this is probably unrealistic. While we certainly don’t receive nearly as many complaints as banks, credit unions are not immune to frustrated members. Whether it’s an overdraft fee, a debit card dispute, or getting turned down for […]
June 21, 2016 by cuw | Leave a Comment
How Member Surveys Can Help Increase Customer Satisfaction When your credit union is firing on all cylinders and sales are up, it can seem as though there is little room for improvement at your branches. However, basing your efforts on how you are doing compared to others isn’t the end-all of accurate measurements, and can […]
June 15, 2016 by cuw | Leave a Comment
Why Stop at NPS? Ever since Fred Reichheld created the Net Promoter Score® (NPS®) in 2003, the metric for measuring customer loyalty and satisfaction has been widely used by credit unions today. This metric may be frequently referred to as the “Ultimate Question”, but this doesn’t mean that it should be the ONLY question. While […]
June 13, 2016 / April 17, 2017 by David Deckelmann | Leave a Comment
It isn’t that impressive when a credit union toots their own horn, but when others do it, the results can be stunning. Member testimonials and online recommendations are extremely powerful and have the highest effectiveness rating for every type of content marketing. Online reviews have an amazing reliability rating of 89 percent. Use this easy technique to boost your online reputation.
