Feedback Solutions Help Improve Member Service

​From the January 27, 2016 issue of Credit Union Times Magazine

By Peter Strozniak
​January 22, 2016

​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

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