HappyOrNot same-day member satisfaction reporting helps GHS Federal Credit Union compete
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.