Beyond member feedback, it can be hard to find new avenues for garnering constructive input on ways your organization can improve the member experience. As a credit union professional, you may feel as though you have turned over every proverbial rock looking for insights you can turn into action.
Well, member feedback isn’t the only source of valuable information you can use to improve the member experience. Too often, credit unions overlook the importance of their employees’ points of view in providing insights for improving — which makes no sense.
No one knows your members like your employees. After all, the people working within your organization are on the frontlines, engaging with members every day to resolve problems and celebrate wins big and small. Creating an established Voice of Employee (VoE) program can help you turn the unique insights of your employees into data you can act on to create an overall better member experience. It can also help bolster a sense of ownership and pride on the part of employees in your credit union.
What is a VoE program?
“Voice of Employee” refers to the participation of employees in influencing organizational decision-making to help bring about or drive change within your credit union. “Program” indicates the establishment of a robust method for monitoring employee feedback and performance.
Unlike with a Voice of Member (VoM) program, the feedback your employees provide is not just limited to the financial products and services your credit union offers. You can — and should — expand your VoE program to include feedback areas for improving your credit union as well.
More Than Just Member Experience Benefits
Members often feel a sense of pride and ownership in your credit union. After all, credit unions are by law owned and controlled by their members. However, employees often have a sense of pride and ownership in your organization as well. Many are members themselves and see their work as central to helping fellow members achieve their financial goals.
A successful VoE program not only improves member experience, it has the added benefit of improving the employee experience as well. A VoE program gives employees a voice in how your credit union is run and provides them with an opportunity to affect change for the better. With the right VoE program in place, employees feel empowered and valued — instilling in everyone a sense of pride, ownership and a stake in the future of your credit union.
Must-Haves for a Successful VoE Program
Beyond establishing the necessary framework for garnering and monitoring feedback, a successful VoE program is dependent on an actively engaged base of employees willing to participate. An organization must demonstrate that employee input is valued, and the process for providing input is easy-to-use and effective. Keep these tips in mind whether you have an active VoE program or are just getting yours off the ground:
- Create a culture of kindness—Your employees need to know speaking up is both okay and encouraged. If employees seem unwilling to speak up, look inward to create change.
- Build a method for feedback—Create consistent, easy-to-use channels for employee feedback and make their use second nature after completing an interaction with members or after employee seminars.
- Demonstrate marked improvement—Show early and often in your VoE program that employee feedback is being used to create improved and sustained organizational change. Make your employees’ opinions count.
How MemberXP Can Help
As organizations get serious about creating a VoE program, many invest in SaaS providers that can help quantify and measure employee performance and monitor employee feedback. MemberXP is one such provider built explicitly for credit unions.
As a SaaS provider, MemberXP offers a range of listening tools, including Voice of Employee, which measures internal employee experience at almost every touchpoint and captures their perceptions of each behavior of service delivery at every channel.
In addition, the Voice of Employee tool regularly solicits feedback from employees with easy-to-use, hassle-free surveys that employees can complete on any smart device, including phones. Voice of Employee also includes coaching training and support. Your employee coaches will learn how to share results with their teams and create meaningful, actionable internal service improvement plans.
For questions about how MemberXP can help your credit union achieve its marketing objectives or to request a demo, visit memberxp.com/live-demo/.