How much do you know about your new account process from the members’ perspective? What’s it really like? Is the wait time appropriate? Is the level and amount of advice your employees provide what’s expected? Did they really cross-sell additional products and services that would be relevant to your members’ lives? Did they ask for referrals? Really, how much do you know?
Sure, your management team can provide observations and coaching for the team, but at the end of the day, isn’t it about what the member felt, saw, and experienced? Shouldn’t the member be the one to define a good experience?
It all starts at the beginning. Our “New to You” surveys are sent to all members who:
- Join the credit union
- Open a checking account
- Open a new consumer loan
- Open a new credit card
- Open a new real estate loan
Our surveys can easily be incorporated into performance objectives for all front line sales staff and management. You’ll have direct feedback from the member on all of these new account experiences.