Voice of the Member: Building a Member Research Program for Credit Unions
Summary: A voice of the member program gives credit unions a structured way to hear from the people who own them. This article explains what voice of the member (VoM) means, why it matters more for cooperatives than for banks, and how to build a member research program step by step, covering credit union member […]
Voice of the Customer vs. Custom Market Research: Which Does Your Institution Need?
Summary: Voice of the Customer (VoC) programs and custom market research both help banks and credit unions understand the people they serve, but they answer different questions. This article explains the difference between voice of the customer vs market research, when a financial institution needs each one, the methods and outputs of both approaches, and […]
Customer Research Across the Banking Journey: 7 Decisions That Need Evidence
Summary: Customer research for banks turns guesses into evidence at the moments that shape growth and retention. This article walks through seven decisions banks and credit unions make across the banking customer journey (who to target, how to message, where to compete, how to onboard, how to serve, how to deepen relationships, and how to […]
Bank and Credit Union Survey Questions: Examples by Touchpoint
Summary: The best bank customer survey questions are short, specific to a touchpoint, and tied to a decision leadership can act on. This article provides example banking satisfaction survey questions and credit union member survey questions for account opening, branch visits, contact center calls, online and mobile banking, lending, and overall relationship surveys. It also […]