LiveSurvey Blog

Browse Categories

David Deckelmann in Article, How-to Guide

NPS Step-by-Step: How to Get Beyond the Numbers

It's important to recognize that the effort to measure and understand the member experience is not an expense, but rather it's an investment in creating more profitable members. A better Mx will create happier members which can have a big impact on your bottom line.

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 How-to Guide

Designing Your NPS Survey: Keep it Simple

Getting started with NPS is probably easier than you think. The most basic NPS survey is only two questions long. That's it. You can add more-- but you don't have to. Especially at first. There is power in its simplicity.

David Deckelmann in How-to Guide

Introduction: Your 2018 Member Experience Playbook

Thanks to cloud technology, NPS is finally accessible to small and medium-sized credit unions as well. CU's have always known how to "connect" but struggled to effectively manage the frequency and quality of these connections.

cuw in Article

Old-fashioned NPS Gets an Update

Also called "Drip" or "Waveless" NPS, real-time NPS is the modern version of the Ultimate Question. Technology-centered CUSO’s like LiveSurvey can modernize your NPS by automating the admin and analysis so you can focus on insight and action. Modern NPS is no longer a periodic check in, but rather an ongoing measure of member relationship health, generating insights leading to real improvements.

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

Want to Reduce Member Frustration? Use Net Promoter Score®

As credit unions, we would like to be on top of our game all of the time, but this is probably unrealistic.  While we certainly don’t receive nearly as many complaints as banks, credit unions are not immune to frustrated members.  Whether it’s an overdraft fee, a debit card dispute, or getting turned down for […]

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 […]