MemberShoppers Announces Best of the Best Awards 2016

By | Award winners, MemberShoppers Users | No Comments

Best of the Best Ribbon

Congratulations to the MemberShoppers “Best of the Best” designees for our first-ever annual award. There’s a high bar for attaining this designation:

  • A Member Advocacy Score of 4.5 or better out of a possible 5
  • A Member Appreciation Score of 4.5 or better out of a possible 5
  • An Education and Referral ratio of 25% or better for transactions

The following credit unions met or exceeded the criteria:

  • 121 Financial Credit Union (Jacksonville, FL)
  • AERO Federal Credit Union (Glendale, AZ)
  • A+ Federal Credit Union (Austin, TX)
  • GECU (El Paso, TX)
  • HealthCare Associates Credit Union (Naperville, IL)
  • Kentucky Telco Credit Union (Louisville, KY)
  • La Capitol Federal Credit Union (Baton Rouge, LA)
  • Northland Area Federal Credit Union (Oscoda, MI)
  • Park Community Credit Union (Louisville, KY)

This designation means that members of those credit unions will find they consistently receive top-notch service from credit union employees.  They can also expect those staff members will look proactively for ways to help them achieve their financial goals.

Is It The Teller’s Fault?

By | Member Effort, Member Experience, MXEasy, Survey Construction, Voice of Member | No Comments

A great member experience comes at the intersection of amazing people working within flawless processes. That’s why we advise every MemberView Voice of Member user to measure both the performance of people and the member-centricity of credit union processes.

Of course that’s easier said than done when it comes to survey question construction.  In an effort to make surveys short for members, it’s easy to bake research flaws into the process.  Bruce Tempkin provides a good example in his analysis of a Domino’s pizza survey.

The Domino’s follow-up survey asked, “Was the delivery driver punctual and polite?”

In this case, the driver was polite but the pizza was late.  So how do you rate the driver?  Does he get 5 stars for being polite or 1 star for being late?  Or should you just give him a 3?  What if it wasn’t his fault the pizza was late?  Maybe the baker was slow or messed up the order the first time.

The problem for Domino’s is that they’ll never have a clear understanding of the driver’s performance or of possible flaws in their process by asking this question.  Not only does it ask about two separate aspects of the employee’s performance; it also asks about a possible process issue.

Here’s what that would look like in a credit union member experience survey for a teller named Annette:

Was Annette quick and friendly in assisting you with your transaction?

Annette might very well have been quick, but she had the personality of a potted plant.   Or maybe she was perfectly pleasant, but the system was slow and she had trouble processing the transaction quickly.

We find that in those cases, most members will split the difference and give her a “3” or “4” on a 5-point scale and then add a comment explaining why the question was frustrating.  Given that the score then gets aggregated with lots of other survey results, the credit union gains very little understanding of where specific problems with the member experience lie.

So what’s a better way to ask without creating survey fatigue?  Disguise two questions as one with a grid:

Sample Question

Follow up Annette’s rating with our MXEasy Member Effort question, i.e., “How easy did we make it for you to complete your transaction?” and “What could we have done to make it easier?”  That will take care of getting feedback on processes.

By crafting more targeted survey questions, you not only get better feedback on the member experience, you reduce the risk of punishing good team members for process flaws.

Joining These Credit Unions is Super Easy According to New Members

By | Award winners, Ease of Use, Member Effort, MXEasy | No Comments

Best of the Best Ribbon
Have you been thinking about joining a credit union but dreading the hassle?  New members say these four credit unions make the process easy according to MemberXP’s Q2 survey results.

  • UnitedOne Credit Union in Manitowoc, WI
  • Hughes Federal Credit Union in Tuscson, AZ
  • FedChoice Credit Union in Lanham, MD
  • SESLOC Credit Union in San Luis Obispo, CA

The 4 credit unions had the highest MXEasy member effort scores for new membership as reported by their own members via MemberView. MemberXP measures the member experience for over 80 credit unions in North America.

121 Financial, Visions, and Ardent Credit Unions Recognized for Lending Ease of Use

By | Award winners, Ease of Use, Member Effort, MXEasy | No Comments

Best of the Best Ribbon
When it comes to making the lending experience easy, members gave a big thumbs up to these credit unions for the 2nd Quarter of 2016:

  • 121 Financial Credit Union in Jacksonville, FL
  • Visions Credit Union in Endwell, NY
  • Ardent Credit Union in Philadelphia, PA

The 3 credit unions had the highest MXEasy member effort scores for lending ease of use as reported by their own members via MemberView.  MemberXP measures the member experience for over 80 credit unions in North America.

Congratulations to the staff and leadership of these excellent credit unions!

Welcome to MemberXP.com

By | Uncategorized | No Comments

Hi there.

If you’re visiting us for the first time, welcome to the launch of MemberXP.com. If you’re a current user, you’ll find a more user-friendly interface for MemberShoppers and a more comprehensive, organized Resource Library for all users.

If you’re a current or potential shopper, you’ll find more information, more facts, and an easy-to-complete online registration form.

And if you’rOrange Hearte a credit union executive or coach, please take a moment to subscribe to our blog so you can get important updates, member experience posts, and notifications of our quarterly awards.

We love having you here!

MemberShoppers Users Win ServiStar Award

By | Award winners, MemberShoppers Users | One Comment

Best Service Magnifying Glass

MNA announced that these four MemberShoppers credit union mystery shopping users have won the ServiStar Credit Union award for the 2nd half of 2015:

• 121 Financial Credit Union – Jacksonville, FL – 4 in a row!
• AERO Federal Credit Union – Glendale, AZ – 4 in a row!
• Oakland County Credit Union – Waterford, MI – 3 in a row!
• Achieve Financial Credit Union – Berlin, CT

The ServiStar Credit Union Award is presented to the best of the best credit unions that have partnered with ServiStar over the years. To win this award a ServiStar Client must meet the following rigorous criteria:
• Overall MemberShoppers credit union mystery shopping score of 4.57 or higher
• MemberShoppers Member Advocacy score of 4.61 or higher
• MemberShoppers Member Appreciation score of 4.61 or higher
• MemberShoppers Education and Referral score of 1.74 or higher
• ISS Voice of Employee score of 4.71 and higher

Congratulations to these MemberShoppers users.

Create an “Easy” Button for Generation Skeptical

By | Millennials | No Comments

Our MemberView research reveals that Millennials are more likely than older members to anticipate that financial service interactions will be complicated. Whether it’s getting a loan or joining the credit union, MiEasy Buttonllennials foresee pain points along the way.  However, they’re just as likely as older members to rate credit union processes as easy–once they experience them.

Maybe it’s their relative lack of experience with financial services that drives their skepticism. Or perhaps it’s the fact that they’ve always navigated a more complex world.  In any case, credit unions have a tremendous opportunity to gain Millennials’ interest by branding their credit unions with their own version of the Staples “Easy” button. Of course you’ll have to ensure your processes are consistently easy for members first.

Our recommendation? Check your Member Effort score along the member journey. If the path is clear, own the “Easy” position in your market.

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