Improve Member Loyalty by Identifying  Service Quality Improvement Priorities

RFG’s Service Quality Survey evaluates member loyalty, satisfaction and your credit union's performance on 20 critical service quality attributes.

Survey Objectives

• Explore correlations between the RFG Loyalty Index and financial performance

• Evaluate member advocacy

• Identify service quality improvement priorities

• Rank the importance of service attributes to your members

• Assess branch convenience and your members' branch usage

• Determine the demographic profile of your member base

• Provide participants with an effective segmentation scheme

• Evaluate member loyalty for future business

• Determine the value of being your members' PFI

Survey Benefits

• Learn what drives member willingness to recommend your credit union to a friend or family member.

• Identify competitive advantages and opportunities for improvement.

• Compare your quality of service to other financial institutions your members use.

• Review how your current service delivery measures up to your members’ service expectations.