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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 […]
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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 […]
Credit unions Strategic Survey Ideas Survey strategy
November 27, 2023 / November 11, 2024 by David Deckelmann
Background Maps Credit Union is a $1.25B financial institution serving over 76,000 members in the beautiful Willamette Valley, Oregon. Maps put a lot of effort into building out their digital banking capabilities in the last several years and they wanted to measure their efforts. Maps sees digital excellence as part of their strategic growth initiative. […]
Member Insight NPS Survey Metrics
October 24, 2023 / November 11, 2024 by David Deckelmann
Your Net Promoter Score can tell you a lot about your credit union’s member experience. But when should you worry, and when you bust out the bubbly?
Credit unions
October 11, 2023 / November 11, 2024 by David Deckelmann | Leave a Comment
Do you believe that member feedback can be a strategic advantage? Do you want to use member feedback to improve your member experience, enrich your data, power your marketing, and grow your credit union? Maps Credit Union accomplished just that. This webinar highlights how Maps Credit Union combined data analytics and member sentiment to improve […]
June 27, 2023 / November 11, 2024 by David Deckelmann | Leave a Comment
Credit unions have two options when it comes to the voice of the member: Listen or ignore. If you listen to the voice of the member, you may uncover better strategic options and direction. If you ignore them, you have to trust that you what your members need better than they do. That said, balancing […]
Member Insight Strategic Survey Ideas Survey strategy
May 30, 2023 / November 11, 2024 by David Deckelmann
Original title: How Maps Used Analytics and Sentiment to Improve Decisions and Profitability. That might tell you where this is going… So, we recently had the pleasure of talking with Mike Lawson on CUbroadcast. We got to discuss one of the key bits of data that so many people miss: direct member feedback, a.k.a. survey […]
