When using your data from MemberXP to draw conclusions and make strategic decisions, it’s important to ensure the data that you are using is representative of your whole membership base. When it comes to age, many credit unions tend to receive more feedback from members who fall in the 60-64 and 65+ age demographics.
Engaging young members with MemberXP is crucial to receive feedback from younger generations whose wants and needs from the credit union may be different than your typical respondent. To capture feedback from these young members, we recommend the following –
Creating and managing your own incentive program
Consider offering an incentive to encourage members to complete their survey. Younger generations are more likely to respond to a survey if there is an incentive or reward for doing so. Of course, you will want to ensure there are no legal ramifications for doing this in your state.
If this is permitted in your state, you can update your survey email invitations to offer the incentive to all members to avoid discrimination. From there, you can randomly select the winners by exporting the completed surveys from the Surveys and Comments report in the MemberView portal.
Staff communication
Encourage your staff to remind members to watch their email as they may receive a survey via email regarding their experience. Your staff can also express the importance of member feedback and how the credit union plans to use their feedback to improve processes and members’ experience with the credit union.
Educating members on the purpose of the survey and reminding them to check their email is a great way to encourage young members to see and complete their survey. If you also implement the incentive program outlined above, your team members should mention that as well.
Digital communication
If your digital channels (I.E. online banking, mobile app) have pop up capabilities and can segment users by age, your marketing team can direct a pop up message to young members as a reminder to watch their email for a survey and the purpose of the survey. If you implement the incentive program outlined above this could be mentioned in the pop up as well.
