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 lead to a slow decline in service if you aren’t careful. For this reason, it is crucial to measure success based on the feedback of your members. By using member surveys, you can improve the services at your credit union and increase your member’s satisfaction.
Member Satisfaction—Why It’s Important
Some have argued that measuring member satisfaction isn’t helpful to credit unions. This argument stems from the fact that some credit unions have reported high levels of customer satisfaction without any raise in sales or an increase in new members. Because of this, some shrug off the importance of measuring member satisfaction.
This can be a colossal mistake to make. A member may have one positive experience at your credit union that makes them satisfied with your branch, but consistent positive experiences will improve their satisfaction over time and turn it into something possibly even more valuable: member loyalty. Loyal members are the ones that will recommend your credit union and increase your membership. However, creating loyal members means understanding their current level of satisfaction through member surveys and taking actions to keep their satisfaction at a high level.
Improving Member Satisfaction—How Surveys Can Help
In order to deliver high-quality service to each and every one of your members, you will need to know where your credit union falls short and what areas it needs to improve upon. Member satisfaction surveys are a key way to extracting this information. With member surveys, you can achieve the following:
- Win back those who have turned away from your credit union.
- Improve staff performance to create better member experiences.
- Identify the weak spots in your credit union so that you can improve upon them.
By accomplishing these goals with member surveys, you will be able to dramatically improve services for your members and increase their satisfaction with your credit union. With better services and consistent satisfaction, members are more likely to become loyal to your credit union and recommend it to others. However, it is essential that your member survey strategy is strong so that you can get the critical data that you need to succeed.
Increase Your Member Satisfaction with LiveSurvey
Your members hold the keys to your credit union’s success, making their satisfaction a top priority. With so much at stake, it is important that credit unions use a survey program that can get them the feedback data they need to improve their services for members.
With survey software such as LiveSurvey, credit unions can get high-quality feedback in real-time and reach members of all ages and backgrounds for better response rates. Improving your service in the moment is just as valuable as improving them over time, which is why instant feedback is essential to increasing your member’s satisfaction. If you want to get started on improving member satisfaction at your credit union, contact us today for more information!