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David Deckelmann in Credit unions, Strategic Survey Ideas, Survey strategy
5 Survey Questions to Ask Your Unengaged Members—and How to Win Them Back
Discover five essential survey questions to reconnect with unengaged credit union members and actionable strategies to win them back.
Charlene Foley in Member experience
Assess Your Member Experience Function and Team
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 […]
Charlene Foley in Member experience
Spring Cleaning Can Also Apply to Your Member Experience Reports… Learn How!
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 […]
Charlene Foley in Survey strategy
I Have Survey Data… Now What?
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 […]
Charlene Foley in Survey strategy
Culture Eats Strategy for Breakfast
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 […]
David Deckelmann in Survey strategy
The Value of Drip Campaigns (in Member Satisfaction Surveys)
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, […]
David Deckelmann in Survey strategy
Survey Pro Tip: Don’t Ask for Info You Already Have
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 […]
David Deckelmann in Credit unions, NPS, Strategic Survey Ideas, Survey strategy
Decoding the Value of Credit Union NPS
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 […]
David Deckelmann in Credit unions, Strategic Survey Ideas, Survey strategy
LiveSurvey Helps Maps Credit Union Increase Young Adult Member Engagement
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. […]