Member Effort | MemberXP

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!

August 31, 2016

Is It The Teller’s Fault?

By Constance Anderson | Member Effort, Member Experience, MXEasy, Survey Construction, Voice of Member | No Comments

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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!

Category Archives: Member Effort

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

Is It The Teller’s Fault?

The Ultimate List of Member Experience Stats

Joining These Credit Unions is Super Easy According to New Members

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