April 17, 2017

Using the MemberView Opportunities Report to Build Member Walletshare

Research reveals that the average member household has 5 to 7 accounts at various financial institutions. Yet, on average, that household maintains 2 accounts at their credit union. The real key to member loyalty is becoming each member’s primary financial institution by capturing at least 4 member accounts per household. Once you’ve reached that level, members are much less likely to defect.

However, the problem for credit unions has been that we often don’t know which products or services the member–especially a new member–is really looking for. That’s where one of the most powerful features of MemberView comes in.

The instant email alert and response tracking system built into the MXProdigy reporting portal lets your team know instantly that a member is interested in a product or service. You can then use the Opportunities report to track your sales efforts. Learn how to access the Opportunities report here.

A Tour of the Opportunities Report

The Opportunities Tab on the MemberView Saves and Opportunities provides a robust data set for managing upsell contacts with members.

Select the Opportunities Tab to view a list of members who have requested more information about a credit union produce or service.
The gauges at the top of the screen show you the status of each response. You’ll also see the average number of business days it takes your team to respond. You can set a custom goal for the average number of days you’d like to take to respond.
You can filter the report by
- Status—New Lead, Fulfilled, or Won
- Aging
- Coaches (Users with Executive level access will see all coaches. Users with Coach level access will only see members assigned to them.)
Survey Number. Click on this link to view the entire survey.
Flag Column. A flag in this column indicates that even though the member has requested more information on a product or service, they have also given a low score on their survey.
Date of Survey. This is the date the member completed the survey, not the date the member interaction took place. To find out the date of the interaction, click on the survey number in the first column and look at the survey header.
Member Name. This is the name provided by the member within the survey. If it is not populated, the meber has not provided their name within the survey. You can still discover the member’s name by clicking on the number in the first column and looking at the survey header. This will show the name of the member to whom the survey was sent.
Member Email. This is the email address provided by the member. If it is not populated, the member has not provided an email address within the survey. You can still discover the email address by clicking on the survey number in the first column and looking at the survey header. This will show the email address to which the survey was sent.
Member Phone. This is the phone number provided by the member. If it is not populated, the member has not provided a phone number within the survey.
Coach and Branch or Department. This column indicates where the member interaction occurred. Coaches will see all interactions that occurred in their branch or department.
Products. This column shows the specific product(s) or service(s) for which the member requested more information. You can populate this column by creating your own custom upsell question.
Status. This column indicates whether your team’s response to the member is open, fulfilled or won. By clicking on the change status link in this column, a user can track progress toward winning.
Aging Alert. This column indicates how many days the alert has been open.
Notes. A pencil icon appears in this column if a user has left a note about the follow-up. To view the complete survey with the notes or to add a note, click on the survey number in the first column.

Establishing a Member Upsell Process at Your Credit Union

The main thing to consider when establishing a follow-up protocol for members who request information is who will do the follow up. MemberView is designed to allow individual branch and department coaches to follow up with members who’ve interacted with their branch. By setting up the MemberView email alert system so that each branch or department coach gets an email alert triggered by a member follow-up request, your credit union can ensure that the entire team is involved in building member relationships. Anyone with executive access can then monitor follow-up activity.

Some credit unions prefer all email alerts go only to a point person responsible for the member experience. This person either follows up with the member or forwards the alert to the appropriate branch or department for follow up. Branch and department coaches can still communicate their actions via the Opportunities report.

Once your member upsell process is established, you may want to set a custom goal for the number of days your team takes to respond. Let us know what you’d like for your custom goal and we’ll set it up in your reporting portal. If you’d like recommendations for this goal or for any other aspect of setting up your member upsell practice, please let us know. We’re happy to help!

April 15, 2017

Using the MemberView Saves Report to Retain Dissatisfied Members

By Constance Anderson | | No Comments

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Using the MemberView Saves Report to Retain Dissatisfied Members

91% of customers eventually leave a company if they’re dissatisfied. That’s no surprise, but what is revealing is that most of them say they could be retained if the company were to respond to their complaints. Yet, few companies have a system or a strategy for reaching out to them. MemberView changes all that. One of the most powerful features of the MemberView Voice of Member program is the instant email alert and response tracking system built into the MXProdigy reporting portal.

Once you’ve set up email alerts to let your team know instantly that a member is unhappy, you can use the Saves report to track your retention efforts. Learn how to access the Saves report here.

A Tour of the Saves Report

The Saves Tab on the MemberView Saves and Opportunities provides a robust data set for managing contacts with dissatisfied members.

Select the Saves Tab to view a list of dissatisfied members.
The gauges at the top of the screen show you the status of each dissatisfied member response. You’ll also see the average number of business days it takes your team to respond. You can set a custom goal for the average number of days you’d like to take to respond.
You can filter the report by
- Status—Open, In Progress, or Resolved
- Aging
- Promoter Status—Detractor, Passive, or Both
- Coaches (Users with Executive level access will see all coaches. Users with Coach level access will only see members assigned to them.)
Survey Number. Click on this link to view the entire survey.
Date of Survey. This is the date the member completed the survey, not the date the member interaction took place. To find out the date of the interaction, click on the survey number in the first column and look at the survey header.
Member Name. This is the name provided by the member within the survey. If it is not populated, the meber has not provided their name within the survey. You can still discover the member’s name by clicking on the number in the first column and looking at the survey header. This will show the name of the member to whom the survey was sent.
Member Email. This is the email address provided by the member. If it is not populated, the member has not provided an email address within the survey. You can still discover the email address by clicking on the survey number in the first column and looking at the survey header. This will show the email address to which the survey was sent.
Member Phone. This is the phone number provided by the member. If it is not populated, the member has not provided a phone number within the survey.
Coach and Branch or Department. This column indicates where the member interaction occurred. Coaches will see all interactions that occurred in their branch or department.
Promoter Designation. This column shows Passives (those who give a score of 7 or 8 out of 10) or Detractors (Those who give a score of 0 through 6 out of 10)
Member Effort Score. This column is populated with a score when the member gives a score below a 6 out of 7.
Overall Satisfaction Score. This column is populated with a score when the member gives a score below a 4 out of 5.
Member Follow-up Request. When Yes appears in this column, the member has specifically requested a follow-up contact.
Status. This column indicates whether your team’s response to the member is open, in progress or resolved. By click on the change status link in this column, a user can track the progress toward resolution.
Aging Alert. This column indicates how many business days the alert has been open.
Notes. A pencil icon appears in this column if a user has left a note about the follow-up. To view the complete survey with the notes or to add a note, click on the survey number in the first column.

Establishing a Dissatisfied Member Follow-up Practice at Your Credit Union

The main thing to consider when establishing a follow-up protocol for dissatisfied members is who will do the follow up. MemberView is designed to allow individual branch and department coaches to follow up with members who’ve interacted with their branch. By setting up the MemberView email alert system so that each branch or department coach gets an email alert triggered by a low score or a member follow-up request, your credit union can ensure that the entire team is involved in saving member relationships. Anyone with executive access can then monitor follow-up activity.

Another consideration is whether to contact all members who give a low score or only those who specifically request a follow-up contact. (Read more about the low score criteria here.) If your credit union decides only to contact those who request a follow-up contact, it’s still useful to look at all surveys with low scores and read the comments to see if a contact might be appropriate. Here are two recommendations for handling surveys that appear on the Saves report that do not include a specific member request for follow-up:

Recommendation #1:

For members whose surveys meet the following criteria: (Must meet all 3 criteria to qualify).

7 or better on Net Promoter
3 or better on Member Satisfaction
4 or better on Member Effort Score

Open the survey and read all comments carefully. If the member has left a comment that warrants follow-up, contact the member. If the member has not left a comment, review their accounts to check for any problems. If there are none, mark the ticket as “resolved.”

Recommendation #2:

If a member meets the criteria above and appears on the “Saves Report,” and the member has left no comment, call the member with one of the following lead-ins:

I noticed on a survey that you recently sent in regarding your (vehicle loan), you gave us a “7” out of “10” on the question, “Would you recommend us to a co-worker or friend?” I wanted to make sure you were completely satisfied with your experience, and if not, what we can do to make it better?
I noticed on a survey that you recently sent in regarding your (vehicle loan), you gave us a “3” out of “5” for your satisfaction level. What could we have done to make this a “5” experience for you?
I noticed on a survey that you recently sent in regarding your (vehicle loan), you gave us a “4” out of “7” for how easy it was to complete the process. What could we have done to make it easier for you?

Be sure to make a note on each survey that you’ve decided does not require follow up, and change the status button to resolved.

It’s important to look at the entire survey and read all comments before contacting the member. You can link to the entire survey via the survey number in the first column of the Saves report.

Once your member follow-up practice is established, you may want to set a custom goal for the number of days your team takes to respond to a dissatisfied member. Let us know what you’d like for your custom goal and we’ll set it up in your reporting portal. If you’d like recommendations for this goal or for any other aspect of setting up your dissatisfied member follow-up practice, please let us know. We’re happy to help!

April 12, 2017

Accessing the MemberView Saves, Opportunites, Social Media Report

By Constance Anderson | | No Comments

Accessing the MemberView Saves, Opportunities, Social Media Report

With the MemberView Saves, Opportunities, Social Media report, you can track your responses to dissatisfied members or those who request a follow up to their survey. You can also track sales lead fulfillment, member social shares, and member testimonial permissions.

Accessing the Saves, Opportunities, Social Media Report via the Online Portal

Follow these steps to access the Saves, Opportunities, Social Media report once you’ve logged into MemberView.

Choose the Run a Report option at the top of the initial dashboard.

Select Saves, Opportunities, Social Media from the report type drop-down menu.
Choose the date range you want to view.
Click on the orange Run Report button.

Accessing the Saves, Opportunities, Social Media Report Via Email Alerts

Before using the Saves, Opportunities, Social Media report you will want to set up email alerts to notify your team when members are dissatisfied or they request more information about products and services.

Team members who receive email alerts can go directly to the Saves, Opportunities, Social Media report in MemberView from a link within the email alert to view a survey and respond to a member.

April 12, 2017

MemberView Sales Alerts

By Constance Anderson | | No Comments

MemberView Sales Alerts

MemberView standard surveys are pre-loaded with a sales call to action that you can customize based on your credit union’s product and service offerings.

It’s easy to monitor and follow-up with these requests using MemberView email alerts and the MemberView Saves and Opportunities report.

Sales Alert Triggers

MemberView standard surveys include the following sales question:

A “Yes” response to that question to triggers a contact form.

You can also trigger sales alert based on your custom sales question.

Alert Emails

Designated members of your team will receive an email like the one shown below when a member requests more information on a product or service.

By clicking on the survey number link within the email, you’ll go directly to the survey as shown on the Saves and Opportunities report.

Alert Recipients

You can decide which members of your team receive email alerts. Here are some possibilities:

Branch or department managers receive alerts for experiences connected to their branch or department. Example:
- A member completes a transaction at the Downtown Branch and requests a follow up. The email alert goes to the Downtown Branch Manager for follow up.
A branch or department receives all alerts for a type of experience. Example:
- A member who closed a vehicle loan at a dealership want more information about the credit union’s services. The consumer lending department manager receives the email alert.
A centralized response center receives alerts. Example:
- A contact center outbound call manager receives all member requests for product and service information. The manager assigns outbound contacts based on those alerts.

Executives and regional managers can also choose to receive sales alerts.

We’re happy to consult with you to set up a customized alert system that works for your credit union.

April 10, 2017

MemberView Dissatisfied Member Alerts

By Constance Anderson | | No Comments

MemberView Dissatisfied Member Alerts

MemberView includes a built-in email alert system to let your team know when a member is dissatisfied or when a member wants more information about a product or service.

Because member retention is a critical part of a Voice of Member program, most credit unions work with their MemberView concierge to set up an email alert system. Email alerts pivot on low scores and member requests for follow up.

Alert Triggers

The MemberView standard email survey includes the following question:

A “Yes” response to that question to triggers a contact form.

The email alert system in MemberView can be customized. When a member does one of the following your team can choose to receive an email alert:

Requests a follow up contact on the question above
Gives a score of 8 or below on the standard Promoter question. (You can modify this to get alerts only for scores of 6 or below.)
Gives a score of 5 or below on the standard Member Effort question
Gives a score of 3 or below on a satisfaction question
Gives an answer or score to any question of your choosing

Alert Emails

Designated members of your team will receive an email like the one shown below when one of your alerts is triggered.

By clicking on the survey number link within the email, you’ll go directly to the survey in the Saves and Opportunities report in the MemberView online reporting portal.

Alert Recipients

You can decide which members of your team receive alerts. Here are some possibilities:

Branch or department managers receive alerts for experiences connected to their branch or department. Examples:
- A member completes a transaction at the Downtown Branch and requests a follow up. The email alert goes to the Downtown Branch Manager for follow up.
- A member applies for a loan at the Main Street Branch and gives a low score. The Main Street branch manager receives an email alert.
A branch or department receives all alerts for a type of experience. Example:
- A member who closed a vehicle loan at a dealership gives a low score for her experience. The consumer lending department manager receives the email alert.
A centralized response center receives alerts. Example:
- A contact center outbound call manager receives all member requests for follow-up and all low score alerts and assigns outbound calls based on those alerts.

In addition to branch or department level email alerts, executives and regional managers can choose to receive alerts for all or some of the alert triggers.

We’re happy to consult with you to set up a customized alert system that works for your credit union.

April 7, 2017

Looking for an Easy Borrowing Experience? These CUs Lead the Class

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

It’s official. Eleven credit unions have achieved MemberView’s Best of the Best Consumer Loan designation for 2016. These credit unions use the MemberView Omnichannel Voice of Member program to collect member feedback at various touchpoints. To qualify for the designation, a credit union must have attained a minimum score of 6.5 out of 7 for member Ease of Use and a Net Promoter Score®* of 80 or better from members who borrowed from the credit union in 2016. (*Net Promoter Score is a trademark of Satmetrix, Bain & Company, and Fred Reichfield.)

Members of these credit unions can expect a painless experience when applying for a consumer loan:

121 Financial Credit Union (Jacksonville, FL)
A+ Federal Credit Union (Austin, TX)
Ardent Credit Union (Philadelphia, PA)
Atlanta Postal Credit Union (Atlanta, GA)
First Commonwealth Federal Credit Union (Bethlehem, PA)
Guadalupe Credit Union (Santa Fe, NM)
IH Mississippi Valley Credit Union (Moline, IL)
La Capitol Federal Credit Union (Baton Rouge, LA)
Park City Credit Union (Merrill, WI)
Park Side Credit Union (Whitefish, MT)
UnitedOne Credit Union (Manitowoc, WI)

Thank you to each of these credit unions for making it easy for members to improve their financial lives!

April 6, 2017

MemberShoppers Announces Best of the Best Awards 2016

By Constance Anderson | Award winners, MemberShoppers Users | No Comments

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.

March 13, 2017

MemberXP Member Data Privacy and Security U.S.

By Constance Anderson | | No Comments

MemberXP Data Privacy and Security

At MemberXP member data privacy and security is our foremost concern. Here’s an overview of our policies and procedures. Download our complete data privacy and security policy here: MemberXP Member Data Policy USA

Secure Data Storage

System Security

The MemberXP website and reports are housed with Amazon Web Services (AWS). Connection to the webserver from the world wide web is secured with SSL with the key length of 2048bit, SHA256 + RSA algorithm. There is TLS 1.2 protocol allowed, old and insecure protocols such as TLS 1.1, TLS 1.0, SSL 3 and SSL 2 are not allowed. The network between webserver and database server is configured to be private – not available from outside (virtual private cloud).

Layered Security and Access Control

There is firewall in place. MemberXP has implemented and maintains access control lists for all services provided by the server.

Critical Patches and Security Updates

The Aurora database (database server) is maintained and patched automatically by Amazon – all security updates and patches are implemented immediately.

Antivirus Systems

MemberXP uses ESET File Security. Definitions are updated on daily basis, automatically.

Member Data

MemberXP accepts the following member information from its client financial institutions:

Member Full Name
Telephone Number (Outbound phone surveys only)
Email Address
Postal Code
Member Date of Birth or Age
Number of Member Accounts
Member Household Income Category
Member Credit Score or Rating
Member Deposit Balance
Member Loan Balance
Member Profitability Rating
Date of Joining the Credit Union/Completing a Transaction
Type of Account Opened
Gender

While MemberXP accepts the information listed above, the credit union does not need to supply it to utilize MemberView. The only required information for email invitations is the member’s name and email address.

In addition, MemberXP includes a number of opt-in methodologies that do not require member data exchange such as in-branch tablet surveys, website surveys, mobile app surveys, QR code links, receipt links, and anonymous online surveys with email invitations sent by the credit union.

MemberXP does not accept the following member information from its client financial institutions:

Account numbers
Membership numbers
Social Security Numbers
Driver’s License Numbers

If the credit union wants to link survey results back to a member record via API call, we recommend generating a unique member identifier for this purpose. Please consult your MemberView onboarding concierge for more information about the MemberXP API or unique identifiers.

Secure File Transfer

Please submit all files via our secure FTP server. We support common desktop FTP clients such as Filezilla and SmartFTP. We do not accept member data via email or physical mail.

The Member Data Path

Here’s the path your member data will take when you submit it for email invitations to online surveys.

Member Data Use and Retention

MemberXP will not—under any circumstances—sell or rent member or respondent information to any third party.

We will not – under any circumstances – use member or respondent information for any purpose other than to provide the contracted services to a client credit union.

Upon completion of the work contracted for, MemberXP destroys or returns to the client financial institution all member information including any list of the financial institution’s members as well as any reproductions of such information made by any means. Member information is deleted from MemberXP servers after 90 days of the clients’ discontinuing its agreement for services. If your credit union wants to delete the data sooner, please contact us.

March 10, 2017

MemberXP Member Data Privacy and Security Canada

By Constance Anderson | | No Comments

MemberXP Data Privacy and Security

At MemberXP member data privacy and security is our foremost concern. We’ve implemented best practices in concert with our Canadian credit union clients to ensure compliance with PIPEDA. Here’s an overview of our policies and procedures. Download our complete data privacy and security policy here: Member Customer Data Policy Canada

Canada-Based Servers

Our Canadian clients can be assured that all Canadian member data is warehoused in Canada on our Canadian server. Even though we’re based in the United States, we’ve partnered with Canadian vendors to keep all Canadian member data in Canada.

System Security

The MemberXP website and reports are housed with Amazon Web Services (AWS) Canada. Connection to the webserver from the world wide web is secured with SSL with the key length of 2048bit, SHA256 + RSA algorithm. There is TLS 1.2 protocol allowed, old and insecure protocols such as TLS 1.1, TLS 1.0, SSL 3 and SSL 2 are not allowed. The network between webserver and database server is configured to be private – not available from outside (virtual private cloud).

Layered Security and Access Control

There is firewall in place. MemberXP has implemented and maintains access control lists for all services provided by the server.

Critical Patches and Security Updates

The Aurora database (database server) is maintained and patched automatically by Amazon – all security updates and patches are implemented immediately.

Antivirus Systems

MemberXP uses ESET File Security. Definitions are updated on daily basis, automatically.

Member Data

MemberXP accepts the following member information from its client financial institutions:

Member Full Name
Telephone Number (Outbound phone surveys only)
Email Address
Postal Code
Member Date of Birth or Age
Number of Member Accounts
Member Household Income Category
Member Credit Score or Rating
Member Deposit Balance
Member Loan Balance
Date of Joining the Credit Union/Completing a Transaction
Type of Account Opened
Gender

MemberXP does not accept the following member information from its client financial institutions:

Account numbers
Membership numbers
Social Security or Social Insurance Numbers
Driver’s License Numbers

Secure File Transfer

Please submit all files via our secure Canadian FTP server. We support common desktop FTP clients such as Filezilla and SmartFTP. We do not accept member data via email or physical mail.

The Member Data Path

Member data supplied by our Canadian credit union clients is stored entirely in Canada on Canadian-based servers. Here’s the path your member data will take when you submit it for email invitations to online surveys.

Member Data Use and Retention

MemberXP will not—under any circumstances—sell or rent member or respondent information to any third party.

We will not – under any circumstances – use member or respondent information for any purpose other than to provide the contracted services to a client credit union.

February 20, 2017

MemberShoppers Scorecard Report

By Constance Anderson | | No Comments

The MemberShoppers Scorecard Report

Generating the Report

Choose Scorecard as the report type in the MemberShoppers report generator. Adjust dates and other parameters and then run the report. Because this report shows month-over-month trends, you’ll want to choose a date range that encompasses several months. In the example below, Last Year has been chosen as the date range.

Once the report is generated, you can further refine your results by choosing to view trends for the Total Experience (includes facilities as well as individual performance factors), Facilities, or Team/Individual Performance.

You can also sort on a score type–unweighted, weighted, or focus score. At the executive or regional manager level of access, you can sort by Coach Team.

A month-over-month trendline appears. In the chart below, the Overall Average Team and Individual Scores are shown. By clicking on the tabs across the top of the chart, trend lines for MemberShoppers categories–Tangibles, Reliability and Accuracy, Member Advocacy, Member Appreciation, and Education and Referral–will be generated.

The filters above the report let you generate the trends for a coach (at the executive and regional manager level of access) or an individual employee or group of employees (at all levels of access). In the example below, we’re seeing the trend for team member Laura Benson (gray line) compared to the overall trend (blue line).

Using the Report

A critical factor in service delivery is consistency. The Scorecard report allows executives and coaches to monitor month-over-month consistent delivery of high levels of service drillable to the individual employee level.

The Scorecard report is also useful in helping the credit union and its teams monitor how they are performing against a set goal each month.

All posts by Constance Anderson

Using the MemberView Opportunities Report to Build Member Walletshare

A Tour of the Opportunities Report

Establishing a Member Upsell Process at Your Credit Union

Using the MemberView Saves Report to Retain Dissatisfied Members

A Tour of the Saves Report

Establishing a Dissatisfied Member Follow-up Practice at Your Credit Union

Accessing the MemberView Saves, Opportunities, Social Media Report

Accessing the Saves, Opportunities, Social Media Report via the Online Portal

Accessing the Saves, Opportunities, Social Media Report Via Email Alerts

MemberView Sales Alerts

Sales Alert Triggers

Alert Emails

Alert Recipients

MemberView Dissatisfied Member Alerts

Alert Triggers

Alert Emails

Alert Recipients

MemberXP Data Privacy and Security

Secure Data Storage

System Security

Layered Security and Access Control

Critical Patches and Security Updates

Antivirus Systems

Member Data

Secure File Transfer

The Member Data Path

Member Data Use and Retention

MemberXP Data Privacy and Security

Canada-Based Servers

System Security

Layered Security and Access Control

Critical Patches and Security Updates

Antivirus Systems

Member Data

Secure File Transfer

The Member Data Path

Member Data Use and Retention

The MemberShoppers Scorecard Report

Generating the Report

Using the Report