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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.
