Immediate Feedback Required for Improved Customer Experience January 11, 2017 | As part of the mission of improving the customer experience, it is important to have measurement and monitoring tools in place that can provide real-time insights into metrics the customer finds important. Read More: https://thefinancialbrand.com/63233/banking-branch-customer-experience-measurement-monitoring
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BONNYVILLE, AB, November 8, 2016 - Within the first month of introducing a simple, yet fun member feedback tool in each branch, Lakeland Credit Union is proving members are very satisfied with advice and service they receive in-branch. In addition, employee performance is measured with every 'tap' of the HappyOrNot buttons and feedback is shared with the teams on a daily basis.
"Our members LOVE IT!" says Noella Williams, Manager, Member Services. "It has created great conversations in our service teams and with the members. I am very pleased with this feedback tool and the fun it has generated, all while giving us information to optimize our operations." LCU's branch managers also appreciate how the HappyOrNot kiosks have helped optimize employee performance. "Our Advisors hear about the results from the prior day every morning and this helps them focus on their daily service interactions." says Rama Alluri, AVP, Cold Lake Region. "We always strive to provide the best service but the kiosk makes us really focus on making every interaction great. If there is an upset member we try to turn that around while the member is here. I feel the HappyOrNot kiosks will continue to drive the team towards world class service each and every interaction to ensure our member satisfaction ratings remain high." "This is one more outlet for our member-owners to share their experience with us and to know that we value their opinions and strive for the best advice and service in the Lakeland." Ronda Morin, VP, Member Services. In our last mailed survey, our members rated their satisfaction on our service and advice at 93%. We are aiming for 100% with this, interactive and fun device in the branches." About HappyOrNotHappyOrNot helps its clients to develop their service experience and sales through continuous monitoring and reporting on customer and employee satisfaction levels. We serve such sectors as retail, traveling and transportation, outsourcing services, healthcare and wellbeing, financial services, automotive, and public and governmental services. Our service is currently being used by over 2000 organizations across 70 countries. HappyOrNot Americas Inc. is based in West Palm Beach, FL. To learn more, visit happy-or-not.com. DoublePort (www.doubleport.com) CEO discusses the benefits of using point-of-sale customer satisfaction technologies within banks and credit unions. He cites specific examples of how financial institutions are improving employee performance and focus, increasing member satisfaction and altering operational procedures as a result of the next day feedback they receive from in-branch and online technologies. DoublePort is an authorized partner of HappyOrNot customer satisfaction systems (www.happy-or-not.com) See the podcast at: http://www.banksocialmediaconference.com/bank-on-it-ep-064-simplified-survey-customer-satisfaction-feedback-system/ 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 information. 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. 2016-08-20 10:10AM 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. The cost? $79 per month for 1 Web Smiley, $149 per month for 5, $179 per month for 10.
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. Email: ed@doubleport.com Phone: 978-474-0187 DoublePort is an authorized partner of HappyOrNot focused upon the financial industry August 2016 – Vol: 39 No. 8 by Pamela Mills-Senn Member satisfaction strongly depends on employee performance, which is why some organizations are making concerted efforts to tighten up their employee management processes. Managing employee performance is essential to ensuring the best possible customer experience, yet this can be extremely challenging for organizations, particularly if they rely on (as many still do) traditional performance evaluations where managers review and assess employee performance annually. “There are absolutely better ways to manage performance,” says Tamra Chandler, CEO and founding partner of PeopleFirm, a Seattle-based company that consults on people strategy, organization performance, and talent and change management. To read the entire editorial, including how two credit unions are utilizing large scale deployments of HappyOrNot member satisfaction kiosks to improve employee performance, please go to : https://www.cues.org/article/view/id/Getting-a-Grip FENTON, MI (June 6, 2016) — Within its first month of deploying HappyOrNot Customer Satisfaction kiosks at each of its eight Michigan branch locations, ELGA Credit Union’s execs and branch managers are seeing positive impacts upon member satisfaction and employee performance.
While some of ELGA’s branch managers were initially lukewarm about the kiosks, it didn’t take long for them to begin embracing the HappyOrNot daily reports and using them to optimize their operations. "Our members LOVE IT!” says Susan Alder, Branch Manager of ELGA’s Fenton, MI office. It has created so much good conversation and warm fuzzy’s. I am very pleased with this kiosk and the fun it has generated.” ELGA’s branch managers also appreciate how the HappyOrNot kiosks have helped optimize employee performance. “Our associates hear about the results from the prior day every morning and this helps them focus on their daily service interactions.” says Rob Clontz, Branch Manager of ELGA’s Clio, MI office. “We always provide good service but the kiosk makes us really focus on the upset or angry member and try to turn that around while the member is here. I feel the HappyOrNot kiosks will continue to drive the team towards world class service each and every interaction to ensure the branch ratings remain high.” “Our execs and branch managers are very pleased with the HappyOrNot kiosks and the daily reports they provide.” says Kathleen Smith, VP of Branch Experience. “We all want to know how well we are performing and the timely reports we receive every morning provide the execs with a snapshot of how the previous day went across all eight branch offices.” HappyOrNot kiosks are sold to credit unions across North America by DoublePort LLC. For information regarding how credit unions are using the HappyOrNot kiosks see the link: www.doubleport.com/news. About ELGA Credit Union - Established in 1951, ELGA Credit Union’s mission is Building Lifelong Relationships. ELGA Credit Union currently services the needs of over 60,000 members with eight branch locations throughout Genesee and Lapeer counties. To learn more visit www.ELGACU.com. About HappyOrNotHappyOrNot® 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. Since 2009, our worldwide data insights have benefited our clients in sectors including retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, financial services, and public and governmental services. We serve over 2,500 companies across 90 countries, and have collected and reported on over a quarter billion feedbacks. About DoublePort LLCDoublePort LLC is a global business development, reseller and integrator of hi-tech products and solutions. The company focuses it sales of HappyOrNot customer satisfaction kiosks to the financial industry throughout North America. For more information please visit www.doubleport.com. Contacts: Kathleen Smith, VP of Branch Experience 810-600-2501810-600-2501 Kathleen.smith@elgacu.com March 2016 – Vol: 39 No. 3 First Financial Federal Credit Union shares its member happiness ratings in branch offices and online Two months after deploying HappyOrNot Customer Satisfaction kiosks at each of its four branch locations, $182 million/18,700-member First Financial Federal Credit Union, Wall Township, N.J., is sharing its member ratings both online and at each branch location. The credit union displays its HappyOrNot “Customer Interaction Report,” which consists of a large smiley face with summary results of positive vs. negative member feedback to a question posed at each kiosk. First Financial FCU decided to go public with a monthly summary of its member satisfaction ratings to demonstrate to members that their feedback is very important to the credit union. The credit union anticipates that its positive member satisfaction ratings will grow from its initial January rating of 94 percent by up to five percent over the next several months as a result of using the HappyOrNot kiosks and reporting system. During the second month of its HappyOrNot deployment in February, the CU had already increased its positive member satisfaction rating to 97 percent. “Considering the average number of monthly transactions that occur at First Financial FCU branch offices and factoring the industry average of 1.2 transactions per visit, the 3 percent improvement in customer satisfaction represents over 400 member visits where the outcome was positive instead of negative as a result of the deployment of HappyOrNot kiosks,” says Ed Gundrum, CEO of DoublePort LLC, an authorized partner of HappyOrNot. “These are members who will value their relationship with the credit union and conduct more business there.” “Optimizing our employee performance and member satisfaction are key goals of ours,” says Issa Stephan, CCUE, president/CEO of First Financial FCU. “By displaying the HappyOrNot Customer Interaction reports in our branches and on our website, we are demonstrating to our members that we are actively striving for 100 percent satisfaction with our service.” The CU receives highly graphical, same-day reports via email from the HappyOrNot reporting system. The credit union uses these reports daily to identify the times that any anomalies in service occurred. This enables the credit union to address these items while the day’s activities are still fresh in everyone’s minds. Prior to deploying the kiosks, First Financial FCU relied upon lengthy paper surveys to its members. “The results included low response rates and handwritten feedback that was often difficult to read and interpret,” says Jessica Revoir, AVP/marketing. “Most credit unions realize a 3-5 percent improvement in member satisfaction within three to four months following their deployment of HappyOrNot kiosks at their branches,” adds Gundrum, who sells the units primarily to credit unions and banks. “This significant improvement helps credit unions maximize their bottom line revenue.” BINGHAMTON, NY (February 9, 2016) — GHS Federal Credit Union researched several product and service options for the purpose of obtaining customer satisfaction and operational metrics for its three branch office credit union. Now, six months after installing the HappyOrNot customer satisfaction kiosks and reporting system, GHS has implemented new procedural improvements that have resulted in improved overall member satisfaction. Each GHS branch manager receives the highly graphical HappyOrNot graphical reports by 8PM every evening that reveal timely data regarding overall customer satisfaction levels plus any service anomalies that occurred during that day. The branch managers are assigned the goal of achieving at least a 90% positive member satisfaction rate on a daily basis. Some actions the managers have taken as a result of the HappyOrNot reporting include rescheduling staff to avoid long lines at certain times of the day, creating new procedures for handling non-member activities such as check cashing, and improving overall staff awareness and performance. One of GHS’ branch managers waits every day for his HappyOrNot reports to come out by 8PM so he can evaluate and report on the day’s activities to executive management before he goes home. The results are self-evident with GHS now achieving near 100% “all green” HappyOrNot results. “I am a huge advocate for HappyOrNot” says Howard Meller. “ Our business is all about satisfied members, and our HappyOrNot kiosks and daily reports have enabled us to take proactively fine tune our operations.” “Our customers typically receive their HappyOrNot reports about 1 ½ hours after their close of business and this immediate feedback is very helpful in growing their business” says Ed Gundrum, CEO of DoublePort LLC., an authorized partner of HappyOrNot who sells the units primarily to credit unions and banks across North America. About GHS Federal Credit UnionGHS was federally chartered in 1940 and community chartered in 2002. For more than 75 years GHS Federal Credit Union has provided its members with quality financial services at an affordable cost. GHS currently serves the Broome, Chenango and Tioga counties of New York. GHS embraces the fundamental philosophy of the credit union- not for profit, not for charity but for service and is committed to the communities it serves. For more information please visit, www.ghsfcu.com. ContactsHoward Meller 607.472.2850607.472.2850 hmeller@ghsfcu.com
Some credit union executives found point-of-service feedback solutions have helped them make daily improvements in delivering in-branch member services – and given them a competitive edge to keep and attract members. Many cooperative leaders typically rely on monthly, quarterly or annual surveys and mystery shoppers to find out what members think about their services and what could be better. While those tools are useful, they give cooperatives feedback information only from the time the survey and mystery shopping took place. That's why some large and small credit unions are using point-of-service feedback solutions that record member satisfaction or dissatisfaction anonymously every minute of every business day, giving credit unions a daily report of their service performance and the ability to resolve issues promptly. Credit unions are also leveraging this technology because they are finding the member response rate is higher than with email or snail mail surveys. What's more, it is motivating employees to achieve consistency in delivering excellent member service. About 20 large and small credit unions are using a point-of-service feedback solution from HappyOrNot, a Finland-based company that manufactures small, portable kiosks that record member satisfaction or dissatisfaction, according to Ed Gundrum, CEO of DoublePort, an Andover, Mass.-based authorized reseller of HappyOrNot in North America. Read more at:http://www.cutimes.com/2016/01/22/feedback-solutions-help-improve-member-service PORTSMOUTH, NH (December 9, 2015) — When Northeast Credit Union in Portsmouth, NH sought to optimize its employee performance and member satisfaction in the spring of 2015, it selected the HappyOrNot customer satisfaction improvement service. Now, six months later, the innovative HappyOrNot kiosks and the daily reports they produce have become an integral component of Northeast’s morning huddles for its five branch offices. Every morning by 6AM the Northeast CU Branch Managers receive their own highly graphical analytics reports from HappyOrNot via email which reveals the previous day’s overall member satisfaction levels and any anomalies in service that occurred. The team then reviews and investigates the results. “The HappyOrNot kiosks and reporting system have raised our awareness regarding individual situations that occasionally occur” says Cheryl Nichols, AVP-Southern Region Branch Administration. “We don’t want any member to have a negative experience with us, and the HappyOrNot feedback has resulted in implementing several procedures that have improved our service to members.” The HappyOrNot kiosks attract an unusually high participation rate within the 5 participating credit union branches, averaging over 4,000 member uses per month amongst the five branch offices, which Northeast CU estimates is roughly 21% the total monthly branch transactions. Given that some of its members conduct several individual transactions during a single visit, the HappyOrNot participation rate is likely even higher. “We have found that the HappyOrNot kiosks are a great motivator to the staff when they see that they are consistently making the members Very Happy” says Rose O’Hare, Northeast Credit Union’s Dover Branch Manager. “We post the statistics on our back office bulletin board which are very positive ranging from 98-99% Very Happy. Our staff all wants them to be 100%” “The HappyOrNot kiosks are ever vigilant, providing reports that Northeast Credit Union can react to while the previous day’s activities are still fresh in their minds” says Ed Gundrum, CEO of DoublePort LLC., an authorized partner of HappyOrNot who sells the units primarily to credit unions and banks across North America. About Northeast Credit UnionNortheast Credit Union (NECU) has been a trusted neighbor and the financial partner of choice for people since 1936. Our central focus is our members and the communities in which we serve. We have over $1 billion in assets and serve 110,000+ members at branches in Berlin, Concord, Conway, Dover, Exeter, Gorham, Lebanon, Lee, Manchester, Merrimack, Northwood, Plymouth, Portsmouth, the Portsmouth Naval Shipyard, and Rochester. We offer a wide range of financial products and services. Along with traditional checking and savings accounts, they include mortgage and investment products, business accounts and lending services, as well as innovative online and mobile services. Come discover the difference at Northeast Credit Union, please visit www.necu.org, stop by one of our branches or call 888-436-1847 for more information. Federally insured by the National Credit Union Administration. Equal Housing Opportunity. Contacts: DoublePort LLC, Andover, MA 01810 Information Contact: Ed Gundrum, co-Founder, CEO 978-474-0187 ed@doubleport.com |
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