The MemberXP reporting system is set up for role-based access to provide optimum reporting and coaching of your data to set your credit union up for success when using MemberXP. Being transparent with member feedback is beneficial for improvement and growth; however, finding the right balance of transparency and ensuring that the feedback is used constructively is our recommended best practice.

Below are the specific reasons we do not provide or offer access to frontline employees to view the survey/shop data on their own:

1. Misinterpretation of Data: Member responses can sometimes contain feedback that is nuanced or requires professional analysis to interpret correctly. If employees see the raw feedback, they may misunderstand it, leading to frustration or incorrect conclusions about what changes need to be made.
2. Confidentiality and Privacy Concerns: Some member feedback might be sensitive or contain personal information that could breach privacy policies if shared too widely. Credit Unions have to balance transparency with maintaining confidentiality and data security.
3. Disruption to Morale: Negative feedback about an individual or department can impact employee morale. If employees are sensitive to criticism, seeing member complaints could lead to demotivation or internal conflict, especially if the feedback isn’t addressed or discussed constructively.
4. Focus on Actionable Insights: Often, survey or shop data is aggregated or analyzed to extract actionable insights. If employees are given access to raw survey data, they might focus on specific negative comments that aren't representative of the whole, rather than focusing on broad trends and actionable takeaways.
5. Encourages Blame Game: If employees can see responses, there could be a tendency to point fingers or assign blame, rather than focusing on solving problems or improving systems. This can undermine teamwork and focus.
6. Bias or Influence on Employee Behavior: If employees can see member feedback, they might alter their behavior or decision-making to appease members in ways that might not align with the credit union's overall goals, values, or best practices. This could lead to inconsistent service or even negative impacts on the credit union culture.
7. Legal and HR Implications: If responses contain feedback that is legally or ethically questionable (e.g., discrimination claims, harassment), these need to be handled by HR or legal departments carefully. Unrestricted access to such feedback could lead to improper handling of sensitive matters.