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 and the metrics they track, such as Member Satisfaction, Net Promoter Score, or Ease of Doing Business. Incorporate select member quotes that support or highlight key findings.
- Less can often mean more in this context. Include only relevant data, presented in the form of concise charts. Aim for 3-5 slides/charts to effectively convey member experience data.
- Learning from Member Data:
- Distill the key insights gleaned from member data, organized by channel, product, or type of member service/need. Condense these insights onto a single slide (if possible) using succinct bullet points. If preparing in a Word document, aim for a ½ to ¾ page.
- This section isn’t about regurgitating data; it’s about what was learned as a result. For example, “Calls triaged to the Mortgage Team have declined in Satisfaction over the past quarter in the areas of member empathy and immediate follow-up.”
- Taking Action:
- Now, outline the actions the company is taking or should take based on the insights gathered. This is where executives’ pay close attention, particularly if their team can own or contribute to the solution.
- Provide an actionable list pointing to projects or specific team responsibilities for addressing prioritized member issues. For instance, “Starting 6/1, the Mortgage Team will begin a 3-part empathy training program for all new and existing staff.” Or “Starting 6/1, the Mortgage Team is reassessing response time protocols for members, with new processes to be integrated into monthly employee reviews.”
Pro Tip: The reports discussed here are also invaluable for employees at-large. If you aren’t already distributing your Member Experience (MX) data, key findings, and top priorities for improvement, consider integrating this into your “spring cleaning” agenda!
Feel free to reach out if you need assistance with your Member Experience reports.
