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Article
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 […]
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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.
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June 10, 2016 / September 26, 2016 by cuw | Leave a Comment
Making your members happy is key to earning their loyalty and keeping them for the long-term. Creating an organization capable of delivering a quality experience is critical to achieving this objective. Here are four fundamentals to help you establish repeatable, effective processes that deliver experiences worthy of loyalty: 1. Identifying Moments of Truth While you […]
May 23, 2016 / May 23, 2016 by cuw | Leave a Comment
What is the Likert Scale? Have you ever had a hospital ask how satisfied you were with your recent visit? What about a department store asking how much you “agree with the following statement”? If so, then you have already had some experience using the Likert scale. This scale is commonly used for measuring the […]
May 17, 2016 / May 17, 2016 by David Deckelmann | Leave a Comment
Experimenting with a blend of [Member Effort Score and NPS] can help you improve your services and give you a better picture of your member’s loyalty to your credit union.
Article How-to Guide
April 26, 2016 by David Deckelmann | Leave a Comment
Is it time for an NPS Tune-up? Implementing NPS is easy. Implementing it effectively is not. If you’re thinking about pursuing an NPS strategy at your Credit Union, or even if you already have, here are some common mistakes to avoid, and some great tips to help fine-tune your approach: Common Mistakes Mistake #1: Too […]
