Northeast Credit Union Optimizes Employee Performance at Five Branch Offices with HappyOrNot® Smiley Face Kiosks
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.
Andover, MA 01810
Ed Gundrum, co-Founder, CEO