November 7, 2016

Using Data Filters in MemberView

Using Data Filters in MemberView Reports

You can use the filters in MemberView to mine your MemberView data on-the-fly. By applying filters on reports you can view the credit union experience metrics by member demographics, member experience, member relationship, delivery channels, account types, and KPIs.

Apply one or more filters to any MemberView report by accessing the Filters drop-down menu underneath the Report Generator as shown below.

Expand the data filters by clicking on the down arrows to make choices from the following filters:

Event Experience

By default, MemberView lists all experiences your credit union measures when you generate a report. You can limit the experiences you want to show by using the Experience filter. This filter is useful for aggregating experiences. For example, if you want to find out the Promoter score for lending by combining the mortgage experience and the consumer loan experiences only, choose those two experiences from the Experience filter and apply them to the entire report.

Delivery Channel

Choose one or more filters from the delivery channel list to filter by delivery channel. This filter is available if your credit union has provided delivery channel information with its member email list for email invitations to online surveys or if your credit union is asking members which delivery channel they used in its surveys.

With this channel you can discover things such as how easy it is for members to do transact business via drive-thru versus phone or branch. Discover how easy it is for members to apply online for a loan versus applying by phone or face-to-face.

Account Type

If your credit union supplies specific account type in your experience files or asks members which account they transacted on or opened, you can filter on account types such as checking accounts, savings accounts, IRAs, credit cards, vehicle loans, home equity loans, and more.

An example would be determining the difference on your team’s score on an upselling question such as “Did we offer you an additional product or service that would meet your financial needs?” based on whether the member transacted on a checking account or a savings account.

Another example would be generating a member effort score for credit card acquisition versus the member effort score for vehicle loan acquisition in a consumer lending experience survey.

Member Demographics

MemberView includes four demographics filters:

Member Age
Member Gender
Member Household Income
Member Zip Code

Member age and zip code are typically populated when your credit union sends them with member data in the email invitation file. Age can be automatically populated based on the member’s date of birth. Alternately, your credit union can ask members to supply their age and zip code in a survey question.

Most credit unions do not have household income or gender in the member data file, but your credit union can ask these questions in the surveys. MemberView can identify gender by voice recognition for live, outbound call surveys.

Member Relationship

MemberView includes several member relationship filters:

Member Accounts Per Household
Primary Financial Institution (PFI)
Length of Membership
Deposit Balance Category
Loan Balance Category
Credit Score Category
Profitability Rating

Accounts per member household can be populated if your credit union appends MCIF data to your core processor member records.

Many credit union populate the PFI filter by determining whether or not the member has a checking account with the credit union and sending that information in the member data file. It is generally accepted that consumers consider the financial institution where they have their checking account to be their PFI although some contend that the place where they maintain their first mortgage is their PFI. Another tactic for populating the filter is simply to ask, in your surveys, whether the member considers your credit union to be their PFI.

Length of membership can easily be populated when your credit union sends the membership origination date along with its member data files.

KPI Pivots: Promoter Score and Member Effort Score

Most MemberView users consider the Promoter Score and the Member Effort Score to be Key Performance Indicators (KPIs) of the member experience. MemberView allows you to pivot on both scores.

One good way to pivot on the Promoter Score is to filter your results three ways:

Scores for all questions for Promoters. Generate this score by choosing “9” and “10” (considered to be Promoter scores) in the Promoter Score filter.
Scores for all questions for Passives. Generate this score by choosing “7” and “8” (considered to be Passive scores) in the Promoter Score filter.
Scores for all questions for Detractors. Generate this score by choosing “0,” “1,” “2,” “3,” “4,” “5,” and “6” (considered to be Detractor scores) in the Promoter Score filter.

Likewise you can filter on the Member Effort Score. A rule of thumb for the Member Effort Score is that anyone giving your credit union a “6” or a “7” for the experience considered the experience to be easy. Anyone giving your credit union a score of “1,” “2,” “3,” “4,” or “5” for an experience considered the experience to be fairly or very difficult.

Beyond Built-in Filters: Custom Variables

If you’d like to pivot on your MemberView results using other variables, you can supply those variables in your member data files. They’ll appear as separate columns in the “Surveys and Comments” report in MemberView which you can download as a spreadsheet. You can then use your spreadsheet to create a pivot. If you’d like assistance in creating your own custom pivot table, please contact memberxpsupport@cusolutionsgroup.com. We’re happy to help!

October 3, 2016

Weighted Scores in MemberShoppers

By Constance Anderson | | No Comments

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Working with Weighted Scores

In the MemberShoppers reports, you will see both unweighted and weighted scores.

If your credit union chooses to use the unweighted scores, every skill measured will have equal weight in the final total. If your credit union chooses to use weighted scores, individual employees and your team will get more credit for intermediate and advanced skills.

One of the benefits of using the weighted score is that you can give more credit to team members who go the extra mile with members. Those team members who only focus on the basics will have lower scores than they would have had using the unweighted scores.

You can share the information in the downloadable tip sheet with your branch or department team to help them understand how using various skills will impact their weighted scores.

Basic Skills

All of the skills listed below are considered basic. The score for these skills—whether it is low or high—is only counted one time towards the total.

Completing a teller transaction:

Making eye contact
Greeting the member enthusiastically
Giving the member your full attention
Smiling
Using words that indicate your willingness to help such as “How may I assist you?”
Using the member’s name
Completing the transaction in a timely manner
Correcting any errors in a transaction if they were made
Asking the member, “Is there anything else I can do for you?”
Thanking the member for the business
Using professional, understandable speech
Looking well-groomed and professionally dressed
Keeping your work area professional (free of clutter, food, and drink)

During a Phone Interaction

Sounding energetic and enthusiastic throughout the call
Keeping the time short if you must put a member on hold

Opening a new deposit account or loan or answering questions about a new deposit account or loan:

Making eye contact
Standing to greet the member
Introducing yourself to the member
Shaking the member’s hand or otherwise conveying a professional greeting
Giving the member your full attention
Smiling
Using words that indicate your willingness to help such as “What brings you in today?”
Using the member’s name
Thanking the member for waiting if the member had to wait to be served
Opening the account in a timely manner
Accompanying the member back to the lobby after the account is opened
Thanking the member
Using professional, understandable speech
Looking well-groomed and professionally dressed
Keeping your work area professional (free of clutter, food, and drink)

Intermediate Skills

All of the skills below are considered intermediate. The score for these skills—whether it is low or high—counts up to 1 ½ times towards the total. The exact amount the score is counted is indicated in parentheses behind each skill listed.

Completing a transaction:

Apologizing if an error was made during the transaction (1.2)
Performing the transaction accurately (1.4)
Exhibiting a professional manner, i.e., not eating, drinking, chewing gum, or socializing with fellow team members (1.2)
Being knowledgeable about the transaction (1.4)
Treating the member as an individual and not just another transaction (1.3)
Treating the member as a respected and valued member of the credit union (1.3)
Thanking the member for waiting if the member had to wait to be served (1.2)
When offering an additional product or service, letting the member know how it would benefit them by saving them time, saving them money, earning them money, making their life easier, increasing convenience, or giving them peace of mind. (1.5)

Opening a new deposit or loan account or answering questions about a deposit or loan account:

Engaging in small talk to get to know the member (1.1)
Providing the member with a business card or other contact information (1.2)
Exhibiting a professional manner, i.e., not eating, drinking, chewing gum, or socializing with fellow team members (1.2)
Treating the member as an individual and not just another transaction (1.3)
Treating the member as a respected and valued member of the credit union (1.3)
Being knowledgeable about the account(s) discussed (1.4)
Offering to open the account or offering to follow-up with an appointment if the member does not want to open the account immediately (1.5)
If the member gives an objection such as “I have to think about it,” offering to follow-up (1.5)
When offering an additional product or service, letting the member know how it would benefit them by saving them time, saving them money, earning them money, making their life easier, increasing convenience, or giving them peace of mind. (1.5)
When opening an account, reminding the member that it will benefit them by saving them time, saving them money, earning them money, making their life easier, increasing convenience, or giving them peace of mind. (1.5)

Additional skills if the member is inquiring about or applying for a loan:

Explaining all of the options for the loan request (1.4)
Providing a payment quote and explaining everything included in the quote (1.5)

Advanced Skills

All of the skills listed below are considered advanced. The score for these skills—whether it is low or high—counts up to 2 times towards the total. The exact amount the score is counted is indicated in parentheses behind each skill listed.

Completing a transaction:

Showing you care about the member’s financial well being by offering a product, service or suggestion that would improve the member’s financial life. (2.0)
When offering a financial product or service, providing the member with written information—a brochure, a business card, or an application—that tells the member how to proceed OR referring the member to someone else and telling them exactly how to proceed (1.7)
Showing empathy for a member who has a problem (1.8)

Opening a new deposit account or loan or answering questions about a deposit or loan account:

Asking the member appropriate questions to understand individual needs (1.7)
If the member gives an objection about price such as, “I can get a better rate elsewhere,” inquiring about the rate to make sure the member is getting the rate and product to meet their needs (1.7)
Showing empathy for a member who has a problem (1.8)
Offering a product or service in addition to the one the member requested, i.e., payment protection, GAP insurance, extended warranty, credit card, checking account or any other product or service (2.0)

Meeting with a member to discuss financial planning:

Offering to complete a personal profile to meet individual needs (1.8)
Completing a financial plan projection and sharing the results with the member (1.8)
Defining the role of the financial planner within the credit union and providing disclaimers (1.8)
Making good use of the member’s time when discussing financial planning (1.8)

August 31, 2016

Is It The Teller’s Fault?

By Constance Anderson | 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:

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.

August 25, 2016

The Ultimate List of Member Experience Stats

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

From our friends over at the Doorman Blog. One more measurement, I’d add to the list is the MXEasy Score found in MemberView and collected at every touchpoint from your website to your mobile app to your branches.

The Ultimate List of Customer Experience Stats [INFOGRAPHIC] - An Infographic from Doorman Blog

Embedded from Doorman Blog

August 23, 2016

Joining These Credit Unions is Super Easy According to New Members

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

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.

August 17, 2016

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

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

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!

April 22, 2016

How to Ask a Member to Take a Tablet Survey

By Constance Anderson | | No Comments

How to Ask a Member to Take a Tablet Survey

If your credit union is using tablets to collect member feedback, provide a benefit to the member when asking him or her to take your survey. Here’s an example of what you might say.

“Because we are a credit union owned by our members, we’re always trying to create the best experience possible for our members. I’d really appreciate your taking a minute to complete our short survey to let us know how we did.”

If yes: Hand the tablet to the member.
If no: “I can appreciate that. I’ll email you the survey so you can take it when it’s more convenient for you.”

April 22, 2016

Millennials to Pols, “It’s the Economy, Stupid.”

By Constance Anderson | Millennials | No Comments

Half of Millennials will be graduating with debt well over the price most Boomers paid for their first house. No wonder the economy is their #1 concern. Thanks to our friends at qSample for this infographic on Millennials’ view of the future.

College Students And Their Views On The Future [Infographic] - An Infographic from qSample Blog

Embedded from qSample Blog

April 11, 2016

Welcome to MemberXP.com

By Constance Anderson | 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’re 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!

March 29, 2016

Education & Referral FAQs

By Constance Anderson | | No Comments

**MemberShoppers Education and Referral Frequently Asked Questions**

Some of the questions under the Member Advocacy section look the same as the questions under the Education and Referral section. Are members asked the same question twice?

Questions do appear similar on the reports, but these are actually not duplicate questions. The first set which are under Member Advocacy, only appear to the shopper when he/she is inquiring about or opening a new deposit or loan account. To help clarify this, we have put the type of function shopped in parentheses behind the question. (See below)

11	5.00	Offered a product or service other than the one the member asked for that might improve the member’s financial life (i.e., payment protection, GAP insurance, extended warranty, credit card, checking account, or any other product or service.) (account representatives)
11	5.00	Explained how additional products or services would benefit the member. (account representatives)
11	5.00	Took the application, offered to take the application or offered to send one, or offered to follow-up with the member by asking for an appointment even if the member did not complete the application process. (account representatives)

The questions under the Education and Referral section are similar but only appear to the shopper when he/she completes a transaction whether in the branch, at a drive-thru, or by telephone. To help clarify, we have put transactions in parentheses behind the question.

35	1.85	Showed that he/she cared about the member’s financial well-being by offering a product, service, or suggestion that would improve the member’s financial life. (transactions)
35	1.78	Explained how a financial product or service (if offered) would benefit the member by explaining how it could save time, earn money, save money, make life easier, provide peace of mind, and/or increase convenience to the member. (transactions)
35	1.78	Provided written information (a brochure, a business card, an application, etc.) on a financial product (if offered) OR opened the account right then and there OR referred the member to someone else and told the member exactly how to proceed. (transactions)

One indication of the difference in questions is the number shown in the far left column of the reports. This shows how many times this particular question was answered. In the examples above, account representatives were shopped 11 times on the up-selling questions while tellers and others who complete transactions were shopped 35 times.

Will all team members have both a Member Advocacy and an Education and Referral score?

Everyone will have a Member Advocacy score. For tellers and others who primarily do transactions, the bulk of the Member Advocacy score will be product knowledge. They will also have an Education and Referral score. For MSRs and loan officers, the Member Advocacy score is very important because it includes the interview process, upselling, closing the sale, follow-up, and product knowledge. Most MSRs and loan officers will not have an Education and Referral score unless they happen to work as a teller occasionally. Some branch and call center team members may be involved in both opening accounts and processing transactions. They will have scores in both sections.

What goals for Member Advocacy and Education and Referral should our credit union set for team members?

Your goals should be set on your own credit union’s benchmarks. Here are some typical goals, based on national averages, for goals for each MemberShoppers section:

Those who job functions mostly involve processing transactions:

Tangibles 4.5 to 5.0

Reliability and Accuracy 4.5 to 5.0

Member Advocacy 4.5 to 5.0

Member Appreciation 4.2 to 5.0

Education and Referral 1.8 to 2.0

Those who job functions mostly involve opening deposit and/or loan accounts:

Tangibles 4.5 to 5.0

Reliability and Accuracy 4.5 to 5.0

Member Advocacy 4.5 to 5.0

Member Appreciation 4.5 to 5.0

Education and Referral 0.0

Those who job functions mostly involve both opening new accounts and processing transactions

Tangibles 4.5 to 5.0

Reliability and Accuracy 4.5 to 5.0

Member Advocacy 4.5 to 5.0

Member Appreciation 4.5 to 5.0

Education and Referral 1.5 to 2.0

All posts by Constance Anderson

Using Data Filters in MemberView Reports

Event Experience

Delivery Channel

Account Type

Member Demographics

Member Relationship

KPI Pivots: Promoter Score and Member Effort Score

Beyond Built-in Filters: Custom Variables

Working with Weighted Scores

Basic Skills

Completing a teller transaction:

During a Phone Interaction

Opening a new deposit account or loan or answering questions about a new deposit account or loan:

Intermediate Skills

Completing a transaction:

Opening a new deposit or loan account or answering questions about a deposit or loan account:

Additional skills if the member is inquiring about or applying for a loan:

Advanced Skills

Completing a transaction:

Opening a new deposit account or loan or answering questions about a deposit or loan account:

Meeting with a member to discuss financial planning:

How to Ask a Member to Take a Tablet Survey

MemberShoppers Education and Referral Frequently Asked Questions

Some of the questions under the Member Advocacy section look the same as the questions under the Education and Referral section. Are members asked the same question twice?

Will all team members have both a Member Advocacy and an Education and Referral score?

What goals for Member Advocacy and Education and Referral should our credit union set for team members?

Those who job functions mostly involve processing transactions:

Those who job functions mostly involve opening deposit and/or loan accounts:

Those who job functions mostly involve both opening new accounts and processing transactions

**MemberShoppers Education and Referral Frequently Asked Questions**