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cuw in Article
Do Your Survey Questions Reflect Your Business Strategy?
Your Goals Have Changed. Why Haven’t Your Survey Questions? All credit unions have business goals that they want to achieve, whether it is improving a specific product’s effectiveness, offering more services to members, or growing their membership. But when it comes time to consider their member survey strategy, many credit unions fail to take their […]
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
Why Member Surveys are so Important
How Member Surveys Can Help Increase Customer Satisfaction When your credit union is firing on all cylinders and sales are up, it can seem as though there is little room for improvement at your branches. However, basing your efforts on how you are doing compared to others isn’t the end-all of accurate measurements, and can […]
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 […]
cuw in Article
Is the “Likert Scale” the Key to Measuring Member Sentiment?
What is the Likert Scale? Have you ever had a hospital ask how satisfied you were with your recent visit? What about a department store asking how much you “agree with the following statement”? If so, then you have already had some experience using the Likert scale. This scale is commonly used for measuring the […]
David Deckelmann in Article, How-to Guide
NPS Tune-up: 3 Common Mistakes, Plus 2 Winning Tips
Is it time for an NPS Tune-up? Implementing NPS is easy. Implementing it effectively is not. If you’re thinking about pursuing an NPS strategy at your Credit Union, or even if you already have, here are some common mistakes to avoid, and some great tips to help fine-tune your approach: Common Mistakes Mistake #1: Too […]
David Deckelmann in Article
More Member Complaints = Better Service?
Bill Gates is quoted as saying “Your most unhappy customers are your greatest source of learning”. In other words, member complaints are like gold to a credit union. As Credit Unions, we love our members, and they love us– we’re proud of that fact. But the reality is that this love-fest doesn’t help us improve […]
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 […]
cuw in How-to Guide
Inbox or Mailbox: Where Should You Survey Your Members?
In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create their own survey. In other words, how to use a DIY approach. The last “W” […]