All posts by Constance Anderson

March 29, 2016
0

How MemberShoppers Category Totals Are Calculated

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How are MemberShoppers Category Totals are Calculated

A question frequently asked by MemberShoppers users is

“How are the scores calculated for each of the categories, i.e., Tangibles, Reliability and Accuracy, etc.?  When I add the total for each item in the category and divide by the number of items in that category, I get a different number.”

The reason a simple average of category factor scores does not always match the category average you see on your MemberShoppers report, is because not all questions are answered by every shopper on every shop form.  Here’s an example of how MemberShoppers is programmed to calculate the score for the Tangibles category.

Let’s take a hypothetical coach named Janet Adams.  She has a total of four employees she is coaching.  So, from the entire pool of data that we have, we pull all shops done for these four employees between September 2 and October 2.   It is from this pool of data that we use to calculate everything and generate this report.

From that pool of data, there were two shops completed.

The Tangibles column takes into account three questions:

  1. To what extent did the employee who served you appear professional? (Well-groomed and professionally dressed in business attire or CU logo wear)
  1. To what extent was the employee who served you professional?  (Employee did not chew gum, eat, drink, or show excessive/inappropriate socializing with you or others.)
  1. To what extent was the work area of the employee who served you look professional? (Free of clutter and food/drink)

Using this example, Janet’s employees got the following scores:

QUESTION 1: 5, 1

QUESTION 2: 5, 1

QUESTION 3: 5, 5

So, the sum of all the scores is 22.   Since it takes six questions into account (3 from each shop), we divide it by 6.   22/6 = 3.66667   Rounded to two decimal places, it’s 3.67.

Now, here’s where it gets tricky.  Not every shop takes every question into consideration.  For example, Bill Johnson, the call center coach, had nine shops for his employees, but they were all telephone shops that didn’t take into account Question 1 (professional appearance) or Question 3 (clean work area).

So, in his case:

QUESTION 1:  N/A

QUESTION 2:  5, 5, 4, 5, 5, 5, 5, 5, 5

QUESTION 3:  N/A

TOTAL: 44

And since it takes nine questions into account, we divide by nine.   44/9 = 4.888889 or 4.89

On the bottom line of the Executive Report, the total score is the total number of points divided by the number of questions–not the number of shops.  If Janet and Bill were the only two coaches, the bottom line for Tangibles would be 11 shops with a score of 4.40 (44 + 22) / (6 + 9)  = 66/15  = 4.40.

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March 29, 2016
0

Introducing MemberShoppers to Your Branch or Department Team

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Introducing MemberShoppers to Your Branch or Department Team

The initial success and acceptance of the MemberShoppers program depends on the way you introduce the program to your team.  It is important to prepare your team for what is coming by introducing them to the skills on which they will be measured.

We recommend you share the shopping forms with your team before the shops of your credit union begin.  In addition, you can use the talking points in this document to answer your team’s questions.

Meet with your credit union’s leadership team to determine if you will roll out the MemberShoppers results all at once or in increments.  If you decide to roll the program out in increments, use the timeline included here to plan your rollout.
 

Talking Points for Introducing MemberShoppers to Your Team

What employees want to know:

 Is the system fair?

Talking Point

 If your credit union will be using its own members as shoppers:

 This program is different than other mystery shopping programs because it uses our members as shoppers. Why? Because it’s our members’ opinions that matter most to us. Our members have a high regard for you and for the credit union. Therefore, we believe their opinions are the best test of our service quality. We will be recruiting these members from a randomly-selected list. To ensure fairness we will not be using any former employees or the immediate families of former or current employees.  Members will also be trained on the exact skills to look for so they can evaluate our service as fairly as possible.

 If your credit union will be using professional shoppers:

 This program is different than other mystery shopping programs because it is designed specifically for credit unions.  MemberShoppers uses professional shoppers who are trained to look for specific skills and behaviors that apply to our industry.  These shoppers are trained to look for instances of you doing things well in addition to looking for areas of improvement. 

 What employees want to know:

 How does the system work?

 Talking Point:

 Our branch or department will be shopped often, but you may not personally serve a mystery shopper each month. In the months that you do have at least one shop, I will go over the results with you so you will know exactly how the member perceived your service level. This will be our opportunity to work together on improving your skills so you can get and maintain consistently high scores. If you want to take a look at the shopping service we’ll be using, you can go to www.memberxp.com. That is the site where members will log on and complete their shopping evaluations

What employees want to know:

What will I be evaluated on?

 Talking Point:

The skills that we will ask the members to evaluate are the same skills you’ve been trained and coached on. To make sure you are confident that you have mastered these skills, I will be sharing the evaluation forms the shoppers will use with you. If you review the forms and think that there is an area where you could improve, please let me know. I  want to work with you to make sure you receive the highest ratings from our shoppers.

What employees want to know:

 How will the results be used?

Talking Point:

 This will just be one way I will evaluate your performance. Mystery shopping, in my opinion, is primarily a tool for us to use in improving our service skills. It is not designed to catch you doing things wrong. Rather, it is a way for members to catch you doing things right, and a way for me to work with you to take your service delivery to the highest level.  (If high performers will be rewarded and/or recognized, mention the reward here.)

 The other way we will be using this tool is to find areas where we, as a credit union team, need to improve. If we have areas where the entire team needs improvement, we will provide additional training and coaching. My strong desire is that we work together to provide the kind of exceptional service that our members cannot get at any of our competitors.

A Sample Timeline for Introducing MemberShoppers

  • Before the program begins: Introduce the program to staff. Share shopping forms.
  • Month 1: Teach and coach to Skill Areas: Tangibles and Reliability/Accuracy.
  • Month 2: Share results of shops in Tangibles and Reliability/Accuracy.Complete action plans with employees on a monthly basis.
  • Month 3: Teach and coach to Skill Area: Member Appreciation.
  • Month 4: Share results of shops in Tangibles, Reliability/Accuracy and Member Appreciation. Complete action plans with employees on a monthly basis.
  • Month 5: Teach and coach to Skill Areas: Member Advocacy and Education and Referral.
  • Month 6: Share results of shops in all skill areas.Complete action plans with employees on a monthly basis.
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February 1, 2016
6

MemberShoppers Users Win ServiStar Award

By | Award winners, MemberShoppers Users | One Comment

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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.

September 28, 2015
0

Create an “Easy” Button for Generation Skeptical

By | Millennials | No Comments

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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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