Customized Member Surveys

Our customized member surveys deliver valuable data specific to the questions you need answered. For example, we can obtain your members’ input regarding:

  • PFI selection and defection decisions
  • Borrowing patterns and preferences
  • Customer service satisfaction 
  • Technology needs and concerns
  • Pain points at your credit union
  • Your market share for selected products and services
  • Delivery channel preferences
  • Viability of new services
  • Millennial and Gen Z insights
  • Net Promoter Score

The Logistics

Most of our member surveys are conducted online, although we can carry out mail surveys, as well. For online surveys, we need email addresses for at least 4,000 members who are representative of those you wish to survey. Our average response rate for online member surveys is 10%. To obtain deeper understanding of your members, as well as to facilitate target marketing, survey responses are segmented by factors such as age, gender, income, and residential ZIP Code. We also carry out statistical testing to uncover the principle drivers of satisfaction and loyalty among your members. Our final report includes detailed textual and graphic descriptions of the survey findings, an extensive executive summary (including recommendations), and complete verbatim responses from your members.

To obtain a quote for conducting a member survey, or if you have any questions, please contact Doug Foister at 469-385-6477 or 800-422-5762, ext. 6477, or email