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How-to Guide
June 5, 2024 / June 6, 2024 by David Deckelmann | Leave a Comment
In a nutshell: Survey responses are data. How you interpret that data is the analysis. The easiest way to begin that analysis is by sorting survey responses into “buckets.”
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Member experience
May 21, 2024 / November 11, 2024 by Charlene Foley
Not all Member Experience (MX) Teams are alike. The best thing you can do is ensure yours doesn’t get shaped and matured haphazardly. I have built Member Experience functions and teams from scratch and look forward to working with your credit union should you need help assessing and refining yours. Three main factors influence the […]
March 26, 2024 / November 11, 2024 by Charlene Foley
If you’re responsible for crafting ongoing or ad hoc reports for leadership at your Credit Union, it might be time for a “freshen up.” When your audience includes leaders, executives, and/or your board, your objective is to capture: Listening to Members: Start by showcasing how you’ve listened to your members. This typically involves member surveys […]
Credit unions
March 20, 2024 / March 26, 2024 by David Deckelmann | Leave a Comment
The credit union member experience used to surpass that of other financial institutions. But as banking practices grow increasingly digital, can credit unions keep up?
Survey strategy
March 13, 2024 / November 11, 2024 by Charlene Foley
It’s okay to be in this (good) dilemma. If you are new to your role of collecting member feedback or a veteran needing some fresh ideas, relish in the fact that you are sitting on a goldmine. You have data that holds the answers to the actions your company should take on behalf of your […]
February 27, 2024 / November 11, 2024 by Charlene Foley
We’ve all heard this saying before, but I can promise you from first-hand knowledge (a few times over), it is absolutely true. And the best part, as a Member Experience leader in any shape or form that you serve, you have an influential role to play. For my first blog post, I wanted to start […]
February 14, 2024 / November 11, 2024 by David Deckelmann
Member satisfaction surveys can be really misleading if you do them wrong. There are countless reasons why you might get inaccurate or biased results: You ask the wrong question You ask the wrong people You send surveys at the wrong time The list could go on. However, let’s not focus on what to avoid. Rather, […]
January 30, 2024 / November 11, 2024 by David Deckelmann | Leave a Comment
Every data analytics company will be happy to tell you how much data your credit union has. In fact, if you have data folks on your team, they’d be happy to tell you all about it. And all those data people will also tell you that much of that data goes unused. So, why are […]
Credit unions NPS Strategic Survey Ideas Survey strategy
January 9, 2024 / November 11, 2024 by David Deckelmann
It’s easy to think your net Promoter Score (NPS) is arbitrary. However, even as a vague, catch-all metric, it can tell you a lot. LiveSurvey and Maps Credit Union looked deeper into what their NPS was telling them. What they learned was downright surprising. Read on to learn more about the value of credit union […]
