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

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

3. 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.

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

5. 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

6. 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

7. Experience Name Here
Question
Question

8. Experience Name Here
Question
Question

9. Experience Name Here
Question
Question

10. Experience Name Here
Question
Question

11. 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

12. Questions?
WHAT
WHY
WHERE
WHEN
WHO
HOW