Visibility is essential to the success of your MemberXP survey program. To achieve high levels of engagement, members need to be aware that surveys are being sent and why it matters to them. 

Your member-facing staff are key to creating this visibility and can do so by educating members about the MemberXP survey program. Creating visibility can also help establish survey legitimacy. If members expect an email survey, they are more likely to see it in their inbox and are more likely to complete it. Alternatively, if they weren't expecting a survey, they may question its legitimacy and ignore it, or miss the email all together. 

Survey visibility is just the beginning to creating a successful survey program. Members also need to understand why it matters to them. What will they gain by providing their feedback? 

To do this, your staff should share how the feedback is being used and how that can positively impact the member. For example, they could share that the feedback is used to identify concerns, to remove common roadblocks, and to make improvements to enhance members' experience with your credit union. They can also let members know that your leadership team personally reviews each survey and may reach out to them if needed or requested. If members know that someone is reading their survey responses and that their feedback is making a difference, they may feel that participating is worthwhile and may result in something positive for them. When members know their feedback will be reviewed, it also encourages them to provide more meaningful feedback that your credit union can use. 

To achieve this, it may be helpful to equip your member-facing staff with talking points so they can feel confident in leading meaningful conversations with your members to encourage their participation in the survey program. Below are some sample talking points - 

"You may receive an email with a survey from us regarding your experience today. It will be sent from [email protected]. These surveys are very important for [Credit Union Name] as we use your feedback to understand what we are doing well and where we can improve. Our leadership team personally reviews each survey and will even contact members when needed or requested to further discuss their feedback. 

Being a member makes you a partial owner of the credit union and the survey is a great way for your voice to be heard and for you to impact the credit union."

You can adjust the wording to fit your credit union's goals and use of the survey data. The most important thing is to educate your members that they may receive a survey via email following their experience and why they should take the time to complete it.