Some credit union executives found point-of-service feedback solutions have helped them make daily improvements in delivering member services – and given them a competitive edge to keep and attract members.
Many cooperative leaders typically rely on monthly, quarterly or annual surveys and mystery shoppers to find out what members think about their services and what could be better. While those tools are useful, they give cooperatives feedback information only from the time the survey and mystery shopping took place.
That's why some large and small credit unions are using point-of-service feedback solutions that record member satisfaction or dissatisfaction anonymously every minute of every business day, giving credit unions a daily report of their service performance and the ability to resolve issues promptly.
Recommended For You
Credit unions are also leveraging this technology because they are finding the member response rate is higher than with email or snail mail surveys. What's more, it is motivating employees to achieve consistency in delivering excellent member service.
About 20 large and small credit unions are using a point-of-service feedback solution from HappyOrNot, a Finland-based company that manufactures small, portable kiosks that record member satisfaction or dissatisfaction, according to Ed Gundrum, CEO of DoublePort, an Andover, Mass.-based authorized reseller of HappyOrNot in North America.
The kiosks feature four buttons etched with a dark green face with a big smile, a light green face with a slight smile, a light red face with a semi frown and a red face with a frown.
One simple question printed on a small placard atop the kiosk asks members to "please rate our service today," for example. Credit unions phrase service questions in other ways as well, but only one question is asked to keep it simple, which helps to increase member response.
Executives from four credit unions share how they have been using this technology to continuously improve member service in the Jan. 27, 2016 print edition of Credit Union Times.
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
Peter Strozniak
Credit Union Times reporter covering credit union operations, fraud, M&As, leagues, business continuity, and breaking news.
