Loyalty matters because it is how your credit union generates organic growth, whether it's in new members, new loans, or new deposits.
It begins with the effort your members must expend to do business with you. Low effort generates satisfaction, which leads
to loyalty. Loyal members are more likely to become advocates of the credit union, meaning they actually REFER members to the credit union. All this leads to organic growth.
Using surveys to collect feedback from your members fuels the virtuous cycle that propels profitable growth for your credit union. When you ask for honest feedback, analyze the responses, and apply the lessons to your strategic plan, this input becomes invaluable.
Your credit union has limited resources. Our survey analysis will help you determine which projects are most likely to lead to increased loyalty, therefore leading to organic growth. Which subset of your membership is giving you which feedback? Which service improvements are most likely to create more promoters? Where are your product and service gaps? Which delivery channels need improvement? Which project will have the biggest bang for your buck? We can help you determine all that, and much more.
It all begins with asking your members the right questions at the right times. Member Intelligence Group provides a full 360 degree approach to soliciting, organizing, and analyzing this feedback to inform your strategic decision making.
Contact Member Intelligence Group to discuss how our customized survey solutions can help you propel growth.
Member Engagement Survey
Our cornerstone survey, the Member Engagement Survey measures attitudinal and behavioral loyalty to provide actionable data to inform strategic decision making. Think of your old Member Satisfaction Survey and then throw it out the window, because this is so much more than that.
Member Experience Loop Surveys
Transactional surveys provide immediate feedback from members on the quality and effectiveness of everyday interactions with your employees and delivery channels.
New Account Surveys
Every new membership, deposit and loan account is surveyed to measure how well your credit union fulfilled its service promise - according to the member.
Closed Account Surveys
Members close their accounts every day. Many times they are willing to share why they ended their relationship with your credit union. Have you bothered to ask?