Voice of Member Program 5/20/2019 Introducing (NAME) Credit Union Voice of Member Program

Our Mission “ Put your credit union’s service mission here or use “Our Mission is to Improve Our Members’ Financial Lives ”

How Online Surveys Work Surveys are sent to a random sample of members who completed a transaction, closed a loan, (fill in here). Members only get a survey once every (Figure) months. We’ll send (Figure) survey invitations per teller per week.

“ ” What We’ll Ask Members Custom questions for each member experience An extraordinary member experience is the combination of great people and flawless processes. ”

Member Effort Question This key indicator will be on every survey. It is highly correlated with member loyalty. How Easy Did We Make it For You? 1 2 3 4 5 6 7 EXTREMELY DIFFICULT EXTREMELY EASY

How Likely Are You to Recommend Us to a Friend or Co-worker? MX Promoter Question This key indicator will be on every survey. It is also correlated with member loyalty. How Likely Are You to Recommend Us to a Friend or Co-worker? 1 2 3 4 5 6 7 8 9 10 HIGHLY UNLIKELY HIGHLY LIKELY

Experience Name Here Question Question

Experience Name Here Question Question

Experience Name Here Question Question

Experience Name Here Question Question

Everyone Plays a Part in the Member Experience 01 Members Give Feedback 02 Your Coach Shares Results UNPARALLELED MEMBER EXPERIENCE Extraordinary Performance Recognized 04 03 You Take Action Based on Member Feedback

Questions? WHAT WHY WHERE WHEN WHO HOW