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Survey Metrics
March 24, 2020 / March 23, 2020 by David Deckelmann | Leave a Comment
The benefit of exceeding expectations is relatively small. On the other hand, the cost of failing to meet expectations can be huge. A negative member interaction can have up to four times the impact of a positive one.
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Survey strategy
March 17, 2020 / March 16, 2020 by David Deckelmann | Leave a Comment
Surveys are important tools for ensuring consistently great member service at credit unions. They provide the kind of member insight needed to make informed strategic decisions. They also highlight issues and areas that need improvement. But surveys do more than just boost your member experience. They can also be leveraged for marketing purposes. Here are […]
February 25, 2020 / February 19, 2020 by David Deckelmann | Leave a Comment
The Net Promoter Score is a great metric to measure customer satisfaction in any industry. However, just because it’s a standard metric, that doesn’t mean it gives standard, easily-compared scores. Many high NPS scores are simply inflated due to a sampling bias. Sampling biases often arise in surveys. Essentially, if you don’t survey everyone, you […]
February 18, 2020 / February 12, 2020 by David Deckelmann | Leave a Comment
After enticing someone to take a survey, you want to make sure they finish it—and that they provide good data. Yet, the smallest things can derail even the best surveys. So, beyond preventing survey fatigue, your credit union has another task: Combatting unclear or ambiguous questions.
Strategic Survey Ideas
February 13, 2020 / February 11, 2020 by David Deckelmann | Leave a Comment
As you can imagine, there are many different kinds of questions to ask in surveys. And the variety doesn’t just extend to topics—it also refers to the way questions are framed, posed, and answered. The Likert scale is one such type of question. So, what is it? And how is it used? In short, the […]
January 21, 2020 / January 20, 2020 by David Deckelmann | Leave a Comment
How many ways are there to use member feedback? At the risk of being cheeky, that depends on the kind of feedback you get. Still, without getting into specifics, there are a few overarching themes about how to leverage survey information. Let’s look at how member feedback can move your credit union in the right […]
Member Insight
January 14, 2020 / January 13, 2020 by David Deckelmann | Leave a Comment
One of the key differentiators for credit unions is their superior service. Or at least, it should be a key differentiator. But are you sure you’re doing it right? And if you are, are you providing that same great member experience across all major touchpoints? Here are a few major member touchpoints where you should […]
January 9, 2020 / January 7, 2020 by David Deckelmann | Leave a Comment
Any marketer worth their salt knows that different people want different things. And what people want isn’t entirely dictated by their income, either. No, people have different tastes, personalities, and needs as well. So, how can you ensure that your credit union provides its members what they want? And just as importantly, how can you […]
December 19, 2019 / December 18, 2019 by David Deckelmann | Leave a Comment
Tis the season, or so we’re told. And although sometimes it’s hard to wrap up the year, we decided not to be Grinches. Rather, we’d like to spread a little good cheer—and great member experiences—to our friends in CU-ville. (Doesn’t exactly rhyme with “Whoville,” but that’s okay.) Maybe we’re watching too many Hallmark movies. Or […]
