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David Deckelmann in Article, Uncategorized
The Answer to the Number One Question – NPS or MES. That is the question.
Net Promoter Score -or- Member Effort Score That is the question. The Number One Question What is the difference between Net Promoter Score and Member Effort Score for Credit Unions? There are multiple tools available for measuring member satisfaction in the credit union world: namely, the Net Promoter Score and Member Effort Score. You’ve […]
David Deckelmann in Article, How-to Guide
Focus on Transactions to Build Better Relationships
Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.
cuw in Article
Do You Know How Well Your Employees Performed Yesterday?
Getting Feedback About Member Experience is Critical to CU Success If you don’t know how your staff served members yesterday, it may be a sign that you should rethink how your credit union tracks, measures, and analyzes its performance. Credit union managers often focus on their marketing efforts to attract those who are leaving banks […]
David Deckelmann in Article
Ride Member Loyalty to Increase Profits
Understanding your member loyalty will help you predict which members are ready for new offers from you. Even more critical is knowing which members are at risk of defecting, and what steps you need to take to prevent it.
cuw in Article
Supercharge Your Surveys with Questions That Matter
Many a company has wound up making bad business decisions trying to guess what the millennial generation really wants. So how to find out what the next generation values about your relationship?
cuw in Article
3 Reasons NPS Alone Isn’t Enough
Why Stop at NPS? Ever since Fred Reichheld created the Net Promoter Score® (NPS®) in 2003, the metric for measuring customer loyalty and satisfaction has been widely used by credit unions today. This metric may be frequently referred to as the “Ultimate Question”, but this doesn’t mean that it should be the ONLY question. While […]
David Deckelmann in Article
Move Over, NPS, There’s a New Metric in Town
Experimenting with a blend of [Member Effort Score and NPS] can help you improve your services and give you a better picture of your member’s loyalty to your credit union.
David Deckelmann in Article
Stop Trying to Delight Your Members
Most people know the story about the Nordstrom employee who let a customer return a set of snow tires despite the fact that the store never carried them. Or the one about the Zappos employee who spent six hours on the phone with a customer, just to keep him company. These stories are nice, but […]