In today’s financial world, Generation X members are starting to use online business services and Millennials are myopically focused upon conducting their business online. In order to meet this growing demand and maximize your credit union’s revenue potential, your credit union’s website and online services need to be robust, reliable and easy to use.
If your credit union is like most that we meet, your web site was developed by a combination of internal and outsourced web developers, and some of your online applications were supplied to you by service providers. Your website looks great and as far as you know it works great.
That may not be the case!
Credit unions that have deployed HappyOrNot Web Panel Smileys on their website pages are receiving valuable feedback from their members every day regarding website and online services problems and suggestions for improvement.
The issues fall into 3 categories:
1) Technical: Web site pages that don’t launch properly, don’t transfer appropriate information from screen to screen, slow response rates, etc.
2) Applications: Applications that don’t work in certain scenarios or are inefficient and frustrating for members, loan rates that are no longer competitive, etc.
3) Members: Members who can’t access their accounts after-hours because they don’t recall their passwords, etc.
The results may surprise you!
Following is a small sampling of the important feedback that two of our credit union clients received during the month of August via their HappyOrNot Web Panel Smileys.
2016-08-30 11:49AM we are happy with the service
2016-08-30 12:51PM Quickly times out, not user friendly.
2016-08-30 6:36 PM Not happy with your internet service every time I try to log in it never works it is not very user friendly at all. I always have to go in to get someone to help me, last time it worked for me once, then when I try again it won't ugh!!!
2016-08-15 1:54 PM There is a new font. I like it. And after twelve or more years of online banking with the credit union, it finally seems more hip and clear.
2016-08-15 7:33 PM The webpage keep logging me out when I was trying to print multiply monthly statements
2016-08-16 8:39 AM Bill pay is not loading
2016-08-17 1:19 PM Its not a very fluid looking view of transactions - there is missing informaiton such as pending transactions that reduce your balance but you cannot see any
2016-08-17 5:38 PM You cannot search through the checking account transactions using a keyword.
2016-08-19 8:35 AM Can't reset password
2016-08-19 4:57 PM false advertisement of getting loan for vacation
2016-08-19 6:57 PM Retro. Inconvenient. Can't go back when you need to, have to enter date
parameters to see any important information. Fail.
The new fonts in Bill Pay are very hard to read. The numbers are too close
together and they are often hard to distinguish.
2016-08-20 1:39 PM Everytime I try to sign on to my online account, I have trouble doing so. Its veryfrustrating, but I know that the information I am using is correct.
How HappyOrNot Web Smileys work:
Web Smileys appear on specific web pages that you choose. Each Smiley can ask a question that is specific to that page (i.e. Please rate our used auto loan rates) The member clicks on one of four Smiley face buttons, and then an open conversation box appears enabling the member to submit a specific comment. The results are received by the credit union execs the following morning via email.
Deploying HappyOrNot Web Smileys will turn your 10’s of thousands of members into volume testers for your website. They will help you uncover and correct problems with your internally developed web pages and outsourced web services that you pay a service fee for.
For more information please contact Ed Gundrum at DoublePort.
DoublePort is an authorized partner of HappyOrNot focused upon the financial industry