NetPromoter Score Surveys

Net Promoter Score^®, a loyalty measurement, has been adopted by many organizations to measure customer satisfaction. The one question survey asks: "How likely is it that you would recommend us to a friend or colleague?"

Our NPS survey tool goes one step further and closes the loop with a second question: What is the primary reason for the score you just gave us? This is the beginning of the feedback process that allows the credit union to improve the member experience.

Net Promoter Score^® Survey Features

24/7 hosting
At a glance chart of NPS scores received (see sample below)
Alert Email option to quickly notify management contact point via email when a low score is given for customer follow-up or fine-tuning customer service experience.
Integration with Automatic Relationship Builder license for open, click-through and bounce reporting
Export raw data file to Excel or statistical package for further analysis
Basic, self-service survey license to create and publish mini-surveys

"About one-third of the credit unions sharing their NPS scores on the CU-Processes website do phone surveys. While this approach provides excellent feedback, it is very expensive. The largest majority are doing mail surveys. This approach offers little chance to immediately "close the loop" with the member, or to delve deeper into the core reasons for the member's dissatisfaction.

Email provides fast surveying (especially if event-driven), and the opportunity to immediately "close the loop" with the member. It also allows you a simple way to survey various segments - a specific branch, the contact center, online users, etc."

- Dan Schoenherr,
President of Schoenherr Consulting,
on the DigitalMailer blog

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