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Real-time Member Surveys
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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 […]
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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.
Article How-to Guide
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.
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.
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.
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?
