Since I started writing this blog, there has been a terrible tragedy in the United States. I would like to take this opportunity to extend my thoughts and prayers to the victims and family members of the tragic shooting at Sandy Hook Elementary School in Connecticut. The news of this terrible tragedy has impacted the world and it will be a difficult holiday season for so many who have lost their little, innocent children and family members.
Like many of you, we are preparing for the New Year at Allegacy—budgets made, goal setting underway, performance evaluations in the works, and annual operating plan focuses set. While all of this is exciting and necessary to get us ready for 2013, the most thrilling piece for me is our focus on member experience. As I mentioned during the contest, 2013 is the ‘Year of the Member Experience.’ We will continue the project, ‘Mapping the Member Experience’, and expand the focus to other delivery channels. In addition, we will focus on total member experience management—more on that to come in future blogs.
One way we keep member experience at the forefront of what we’ve done in 2012 and what we will do in 2013 is having defined metrics to evaluate our efforts and behaviors. As they say, you must ‘inspect what you expect.’
We have a number of member experience metrics we ‘inspect’ to ensure we are meeting (and, hopefully, exceeding) our members’ expectations. The metrics include—MemberShoppers, LendingView, Quality Loop surveys and Net Promoter score. MemberShoppers and LendingView are survey tools developed by Constance Anderson and Associates, Inc. MemberShoppers, a member-based mystery shopper program, measures the member experience at virtually every touch point and is designed exclusively for credit unions. LendingView, measures the member experience during the lending process and can be used to measure the quality of service delivered for many types of loan products. The Quality Loop survey tool, by Competitive Edge, tracks member reactions to specific transactions. Within the Quality Loop, is a Net Promoter question that identifies the likelihood of a member to refer Allegacy to one of their friends or family members.
Like any data you collect, the information is only as good as what you choose to do with it. At Allegacy, we are taking all of the feedback—through the metrics noted above as well as our member feedback—very seriously and identifying what need to replicate and where we have room for improvement. It is amazing how much information is right at your fingertips and how quickly you can enhance the member experience. It is truly all about listening…active listening…that will need to be a blog for another day.
I look forward to sharing more in 2013. Merry Christmas and Happy Holidays to all!