February 20, 2017

MemberShoppers Scores as Percentages

Viewing MemberShoppers Scores as Percentages with the Question Detail Report

MemberShoppers reporting uses a 1 to 5 scale to rate individuals on specific behaviors. This scale is useful for performance standards and appraisals. However, in coaching to MemberShoppers results, you may sometimes want to know how often your team or an individual exhibits a specific behavior. That’s where the Question Detail report comes in.

Generating the Report

Begin by choosing Question Detail by Team as the report type in the MemberShoppers report generator. Select the dates and any other parameters you want to view. Then run the report.

At the team level, the report shows how many times a behavior was evaluated in the first column in blue called # of Applicable Responses. The next column shows the percentage of the time that the team scored a perfect “5.” The score on the 1 to 5 scale is shown in the third blue column.

In the example below, Tammie Burnett’s Birch Street Team was evaluated nine times on their professional appearance and achieved a perfect “5” score 100% of the time.

By drilling down to the individual level in the report, you can see how each team member performed both as a percentage and as a score on every behavior that the shoppers evaluate.

Using the Report

This Question Detail report is useful in coaching team and individuals on brand service standards. While the difference between a score of 4.25 and 4.30 may not be meaningful to individuals, letting a team member know that they’re only delivering on a brand standard 50% of the time can have a lot of impact. For example, a credit union might want to ensure its team members thank members every single time they interact with them. Naturally, the credit union would set a goal of 5.00 for the score on the question that measures that behavior. However, as the credit union moves toward that goal, it may be motivating to let teams and individuals know how close, as a percentage, they are to achieving that goal.

February 10, 2017

MemberView Standard Email Survey Invitation

By Constance Anderson | | No Comments

MemberView Standard Email Survey Invitation

MemberView comes with a standard email invitation you can use to invite your members to your online survey. The standard invitation incorporates best practices for increasing your survey response rates and rating accuracy. However, as with all of MemberView, there is a lot of room for customization. You can download the standard survey invitation here or get for more ideas for customization your survey.

Download as PDF.

February 7, 2017

MemberView Email Survey Invitation Best Practices

By Constance Anderson | | No Comments

Best Practices for Email Survey Invitations

Custom crafting your survey invitations can increase the response rates to your online surveys. Our standard email invitations incorporate all of the best practice listed here, but if you’d like to customize your invitations, you can get even more ideas from our online invitation bank.

Start with a Compelling Subject Line

We’ll send your survey invitations on your behalf and the “from” line will show your credit union’s name. It’s important to also identify your credit union in the subject line. Members are much more likely to open the email if they know it comes from a company they know and trust.
Tell the member what’s in it for them to open the survey. If you’re offering an incentive, mention it here. If not, let the member know how they’ll be helping their credit union by responding. The more value in the subject line for the member, the better the response rate.
Personalizing the subject line with the member’s name has been shown to increase response rates.
“Invitation” and “Request” garner good response rates.
Avoid words that trigger spam filters. Some of the most obvious are “free,” “amazing,” “click here,” “win,” “help,” and “prizes.”

Personalize the Greeting

Personalize the greeting. We’ll ask you to provide the names of members we’re sending the surveys to, and we’ll address members personally in the greeting.
Tell the member the value of completing the survey in the first paragraph.

Make the Body of the Email Relevant and Short

Consider putting the name of the employee, the date of the transaction, and the type of transaction in the invitation so the member knows exactly who to evaluate. By including the date and type of transaction, the member will also know the email is from your credit union and not an imposter.
Let the member know how long it will take to complete the survey. One reason people don’t start online surveys is because many of them are much too long. Keep your survey short and let the member know it won’t take a lot of time.
Keep the body of the email short. Unfortunately, most recipients won’t read this part of the email so keep it as concise as possible.

Make the Survey Link Stand Out

Each member who receives the MemberView™ email invitation will have a unique survey link. When the member initiates the survey by using that link, we’ll be able to populate that member’s response with embedded variables such as member age or number of accounts.
The most important part of the survey is the survey link itself. It should be its own paragraph with a space before and after the link.

Include a Signature

Your invitation should include a warm and sincere signature. This is your opportunity to incorporate the voice of your brand.
Members appreciate it when the survey is signed by the CEO or another person they deem to have the authority to implement their suggestions such as a Member Experience officer.

Reassure Members in the Footer

We’ll help you reassure your members and stay in compliance by including the following in your email footer:

A way to unsubscribe
A security statement from the credit union letting members know that the credit union will never ask for sensitive information in an email
A contact point both at MemberXP and at the credit union

February 7, 2017

MemberView Email Survey Invitation Customization

By Constance Anderson | | No Comments

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Customize Your MemberView Email Survey Invitation

The MemberView Standard Email Survey Invitation incorporates best practices in increasing response rates, ensuring more accurate responses, and reassuring members about security. However, you may want to customize the standard invitation to better reflect your credit union brand. Here are some great ideas for making your survey invitation unique.

Subject Lines

Here are some of our favorites:

Thanks for your [Experience Type] with [Credit Union Name]. Tell us how we did.
How was your [Experience Type] experience at [Credit Union Name], [Member Name]?
Give [Credit Union Name] your feedback – get a $5 Starbucks gift card.
Take [Credit Union Name’s] short survey and we’ll give $5 to Credit Unions for Kids
The CEO of [Credit Union Name] would like to hear about your recent [Experience Type].
Request from the CEO of [Credit Union Name] for your opinion
An Invitation from [Credit Union Name] to complete a short survey
[Member Name], [Credit Union Name] needs your opinion on our service

Body Copy

It’s a best practice to remind members of the transaction date and place within the body copy. However, there are lots of way to change the tone from serious to light-hearted depending on the voice of your brand. Here are some ideas:

Example #1:

Tell us how we did.

Thank you for your recent transaction with [Credit Union Name]. We hope our staff provided you with the first-class service we’re known for.

We’d love it if you clicked on the link below to tell us how [Employee Name] did on [Date of Transaction]. The survey takes just 3 minutes to complete.

Start Survey

Start the survey now, and then receive a $5 Starbucks e-gift card when you finish. It’s our way of thanking you for helping us continue to provide the very best service to you.

Example #2:

Take our survey now, and we’ll donate $5 to Credit Unions for Kids.

Thank you for your recent loan with [Credit Union Name]. We’d love to hear about your experience. The survey takes just 3 minutes to complete.

Start Survey

Start the survey now, and we’ll donate $5 to Credit Unions for Kids when you finish. Thank you for helping us improve our service and for your support for Credit Unions for Kids, a member-driven charity that supports 170 Children’s Miracle Network Hospitals.

Example #3:

Your opinion matters.

Thank you for your recent transaction with [Credit Union Name.] We’d love it if you clicked on the link below to tell us how [Employee Name] did on [Date of Transaction]. The survey takes just 3 minutes to complete.

Start Survey

We’ll combine your feedback with that of other members to continually innovate and improve. Your feedback will help us build a better credit union for you.

Example #4:

We’d like to hear about your recent [Experience Type] at [Credit Union Name].

Please let us know how we’re doing, by taking our short, 3-minute survey. Your feedback will help us improve our service to you and all of our members.

Start Survey

We know you have many choices for financial services, and we thank you for trusting us with your business.

Example #5:

The CEO of [Credit Union Name] would like to hear about your recent [Experience Type].

As CEO of [Credit Union Name], I do a lot of listening to members. I’d like to know about your [Experience Type] on [Date] with [Employee Name].

I want to let you know that your feedback has an important impact. Here are some changes we’ve made in the last six months based on input from our members:

We’ve added Saturday hours to the Birch Street Branch location.
We’ve made the instructions more user-friendly for all of our online account applications.
We’ve made it easier for online banking users to download transactions into QuickBooks.
We’ve created a lending packet that helps our members organize all of their loan documents in one place.
We’ve made it possible for new members to join the credit union online.
We’ve added lighting at the Jones Street Branch drive-thru.

Start Survey

I hope this shows how your feedback directly impacts our decisions on the services we offer to you. I deeply appreciate your time and your membership.

February 6, 2017

MemberView Standard Question Templates

By Constance Anderson | | No Comments

MemberView Standard Question Templates

MemberView comes pre-loaded with questions that capture the factors that lead to member repurchase and retention. Download our standard question templates for the member experiences listed below or contact your MemberView representative for more assistance. We’re happy to help!

Consumer Loan Standard Survey MXP

Mortgage Loan Standard Survey MXP

New Account Standard Survey MXP

Online Experience Standard Survey MXP

Transaction Standard Survey MXP

New Member Standard Survey MXP

Mobile App Standard Survey MXP

Member Care Standard Survey MXP

Withdrawn Mortgage Standard Survey MXP

February 5, 2017

MemberView Respondent Appreciation

By Constance Anderson | | No Comments

Thank Your Respondents

Sending messages to your members to thank them for their time is a survey best practice. With MemberView you can personalize the messages to include the member’s name and other details.

Best Practices for Follow-up Email

Let Members Know Their Feedback Makes a Difference

Have you ever taken a survey and wondered if your feedback would make a difference? If you’re like us, you’ve probably grown weary of taking the time to provide your constructive criticism only to feel like your response went into a black hole.

One of the best ways to keep members engaged is to let them know how their feedback is making a difference at the credit union. Here’s a sample follow-up email that really engages your members:

Give Members Something for Responding

Another good way to show appreciation to your respondents, is to give them a special offer. You can change the offer periodically to coincide with your promotions. Here’s an example:

Want help customizing your follow-up email? Let us know. There’s never a charge for the consultation, and we’re happy to help!

February 2, 2017

MemberView Market Research

By Constance Anderson | | No Comments

Using MemberView for Market Research

MemberView is more than a member experience measurement tool. You can also capture valuable data about member preferences, advertising effectiveness, brand awareness, new product features and much, much more.

We recommend adding no more than one question at the end of each survey and then changing the question periodically to answer your most pressing member questions. Unlike the member experience questions, pre-loaded in MemberView, your custom market research questions can be multiple choice and you’ll see the results displayed graphically in your MemberView Custom Questions report.

Example of a MemberView custom market research question displayed in the MemberView Custom Questions report

The real power comes from the built-in demographic and cross-tab filters available in MemberView. Use the filters to create on-the-fly analytics based on member age, household income, loyalty status, and more.

Here’s a list of ideas for your custom marketing research questions:

Brand/Advertising Awareness Questions

Where do you recall seeing an advertisement or promotion for [Name of Credit Union]?
Please indicate which promotions you remember seeing or hearing about in the past 3 months.
How did you hear about the credit union?

Member Preference Questions

How do you prefer to receive information about new products and promotions offered by [Name of Credit Union]?

Product Development Questions

Which of the following checking account packages is most appealing to you?
Which of the following credit card features is most appealing to you?

Brand/Product Differentiation Questions

Please tell us why you chose the credit union for your loan.
What would it take for [Name of Credit Union] to become your primary financial institution?

Want help in setting up your own custom market research questions? Let us know. There’s never a charge for our consultation, and we’re happy to help!

January 30, 2017

MemberView Social Media Push

By Constance Anderson | | No Comments

MemberView Social Media Push

Boost your credit union’s positive social media presence with MemberView’s push to social feature.

Here’s how it works.

When a member gives you a positive score on their overall experience or other parameter of your choosing, the member gets an opportunity to share their delight with others via any social media platform of your choosing. Here’s an example:

We’ll notify you via an email alert anytime a member shares a comment to social media.

In addition, you can track all posts via the Social Media Report in the MemberView reporting platform.

Let us know if you’d like help crafting your custom MemberView push to social option. There’s no charge for the consultation, and we’re happy to help!

January 30, 2017

MemberView Question Bank

By Constance Anderson | | No Comments

MemberView Question Bank

MemberView comes pre-loaded with questions that capture the factors that lead to member repurchase and retention. However, there’s lots of room to customize. If you’re looking for questions that measure your unique brand, there are hundreds to choose from.

Check out the links below or contact your MemberView representative for more assistance. We’re happy to help!

MemberView Consumer Loan Question Bank

MemberView Financial Planning Question Bank

MemberView Mortgage Loan Question Bank

MemberView New Member Question Bank

MemberView New Account Question Bank

MemberView Transaction Question Bank

MemberView Online Experience Question Bank

MemberView Member Care Question Bank

MemberView Indirect Loan Question Bank

January 30, 2017

Upsell with a MemberView Custom Call to Action

By Constance Anderson | | No Comments

Upsell with a MemberView Custom Call to Action

MemberView standard surveys are pre-loaded with a question that asks members if they’d like to be contacted about additional credit union products or services. To make your call to action even more powerful, you can list specific products and services that members are most likely to benefit from, depending on the experience type.

For a consumer loan survey, for example, you might want to offer those who’ve closed a vehicle loan an option like this:

For new members, you might offer the components of your new member package:

Let us know if you’d like help crafting your custom call to action. There’s no charge for the consultation, and we’re happy to help!

All posts by Constance Anderson

Viewing MemberShoppers Scores as Percentages with the Question Detail Report

Generating the Report

Using the Report

MemberView Standard Email Survey Invitation

Best Practices for Email Survey Invitations

Customize Your MemberView Email Survey Invitation

Subject Lines

Body Copy

Example #1:

Tell us how we did.

Example #2:

Take our survey now, and we’ll donate $5 to Credit Unions for Kids.

Example #3:

Your opinion matters.

Example #4:

We’d like to hear about your recent [Experience Type] at [Credit Union Name].

Example #5:

The CEO of [Credit Union Name] would like to hear about your recent [Experience Type].

MemberView Standard Question Templates

Thank Your Respondents

Best Practices for Follow-up Email

Let Members Know Their Feedback Makes a Difference

Give Members Something for Responding

Using MemberView for Market Research

Brand/Advertising Awareness Questions

Member Preference Questions

Product Development Questions

Brand/Product Differentiation Questions

MemberView Social Media Push

MemberView Question Bank

Upsell with a MemberView Custom Call to Action