ALBANY, NY (June 1, 2017) — Hudson River Community Credit Union (HRCCU) will soon be uniquely adjusting the hours of operations at each of its five branch offices located in Corinth, Glens Falls, Cohoes, Hudson Falls and Troy, N.Y., and HappyOrNot member satisfaction terminals are providing member feedback and key metrics associated with this effort. HRCCU’s goal is to streamline operations without inconveniencing members.
Eight months ago, HRCCU installed HappyOrNot member satisfaction terminals at each of the branch offices. Since that time, HRCCU executives and branch managers received highly graphical HappyOrNot reports every morning via email that include member feedback regarding teller line wait times, hours of operation, loan processing and staff performance. HRCCU has received 98.6% positive feedback since the terminals were introduced at the branches.
In addition to the member feedback, the HappyOrNot terminals also captured the day and time for each response, and the resulting reports were instrumental in helping HRCCU assess its optimum operating hours for each of its branch offices. The HappyOrNot terminals achieved an average 23 percent response rate — a significant sample size of overall member traffic patterns. The resulting daily HappyOrNot reports and online reporting portal access became an easy and succinct way for executives to assess optimum operational hours.
“The HappyOrNot terminals are providing us with three key metrics” said John Marino, Director of Marketing at HRCCU. “Member feedback is helping us improve upon our service levels. The traffic patterns provide a convenient way for us to analyze and determine hours of operations at each branch, and member feedback following the change in operating hours will help assure satisfactory results.”
“Recent new additions to the HappyOrNot Reporting Portal include the ability to break out reports by any combination of specific days of the week and specific times of day” says Ed Gundrum, CEO of DoublePort LLC, HappyOrNot’s partner specializing in the financial sector. “For example, reports can be created to show all results on Fridays, all results from 3 to 4 p.m., or all results from 3 to 4 p.m. on Fridays.”
About HappyOrNot®HappyOrNot® is the global leader in instant customer and employee satisfaction reporting. Our innovative feedback collecting smileys and intelligent data analytics reporting service help our clients to improve their customer experience, relationships, and employee engagement. We serve nearly 4,000 companies across 117 countries and have collected and reported on over a half billion feedbacks. For more information, visit happy-or-not.com.
About DoublePort LLCDoublePort LLC is a global business development, reseller and integrator of hi-tech products and solutions. The company specializes in wireless, telco and media and entertainment verticals. For more information, please visit doubleport.com.
John Marino, Director of Marketing
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