Ongoing measurement of satisfaction with your member touch-points

RFG's Engage Survey measures how satisfied your members are with their most recent interactions at your branch, Web site or phone banking center.  This quarterly survey provides consistent monitoring of member satisfaction. 

Survey Objectives

• Evaluate branch, Web and phone interactions

• Immediately identify dissatisfied members

• Prioritize and follow-up to resolve member issues

• Identify service quality improvement priorities by touch-point

• Examine changes in service quality through ongoing, quarterly assessment

• Improve member engagement

Survey Benefits

• Monitor service quality levels

• Address service quality concerns on an ongoing basis

• Immediately identify and react to issues for “at-risk” households

Survey Methodology

Primary Survey
A sampled group of targets (approximately 2,500 per quarter) will be emailed and asked to recall their last interaction with the credit union. Based on the members’ method of interaction (teller, drive-up, online, phone, etc.), a series of questions will be asked to assess the interaction including: when it occurred, who they might have interacted with, their rating of service, their willingness to recommend, plus other details specific to the interaction type. In the event a member reports an unfavorable interaction, the credit union would be notified immediately.

Follow-up Survey
RFG sends a follow-up survey to the respondents who reported an unfavorable interaction. The follow-up survey asks if the specific issue was resolved and if the member's opinion of the credit union improved.

Survey Timing

The survey is conducted for four consecutive quarters from the date you sign-up.