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Survey strategy
January 11, 2023 by David Deckelmann | Leave a Comment
Not only is it possible to get biased results by surveying the wrong people—it’s also possible to introduce noise that makes results hard to understand.
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December 13, 2022 / December 14, 2022 by David Deckelmann | Leave a Comment
Credit union member experience surveys should look for a balance of qualitative vs quantitative feedback. Read on to learn more.
NPS Survey Metrics
August 31, 2022 / November 12, 2024 by David Deckelmann | Leave a Comment
Fee income is the boogeyman of choice in credit unions these days, but how much does it affect member sentiment? See the NPS results here.
July 27, 2022 / August 31, 2022 by David Deckelmann | Leave a Comment
Mid Oregon Credit Union, a $600m institution serving Central Oregon. Here’s how they increased member satisfaction in their call center.
May 12, 2022 / May 11, 2022 by David Deckelmann | Leave a Comment
You can essentially double or triple your survey response rates by sending reminder emails.
November 2, 2021 / November 2, 2021 by David Deckelmann | Leave a Comment
Recently, a credit union reported an NPS score of 85. For reference, the average credit union NPS is in the mid-40s. A good NPS is in the 60s. So sure, 85 is possible, but it warrants further examination.
October 13, 2021 / October 13, 2021 by David Deckelmann | Leave a Comment
One of the easiest ways to maximize engagement with surveys is to make sure the recipient receives it at the right time. But when is the best time to send a survey?
Survey Metrics
September 14, 2021 / September 14, 2021 by David Deckelmann | Leave a Comment
There are two different kinds of member experience metrics that credit unions typically measure: Hard metrics and intangibles.
August 6, 2021 / August 11, 2021 by David Deckelmann | Leave a Comment
This is Part 5 of a 5-part series about credit union NPS. Read Part 3 to learn how to improve your NPS or Part 4 to learn why NPS can be unreliable!
