Some credit union executives found point-of-service feedbacksolutions have helped them make daily improvements in deliveringin-branch member services – and given them a competitive edge tokeep and attract members.

Many cooperative leaders typically rely on monthly, quarterly orannual surveys and mystery shoppers to find out what members thinkabout their services and what could be better. While those toolsare useful, they give cooperatives feedback information only fromthe time the survey and mystery shopping took place.

That's why some large and small credit unions are usingpoint-of-service feedback solutions that record member satisfactionor dissatisfaction anonymously every minute of every business day,giving credit unions a daily report of their service performanceand the ability to resolve issues promptly.