Mystery Shopping Program


MemberShoppers from MemberXP.com is a mystery shopping system designed exclusively for credit unions to evaluate the member experience across delivery channels based on the precise factors that lead to member account purchase and member retention

An online reporting system gives executives and coaches immediate access to shops as they are reported–24 hours a day. Up-to-the-minute data is used to provide targeted training, reward top performers, encourage teamwork and increase employee productivity.

And, unlike other mystery or secret shopper programs, we provide your coaches the tools they need to conduct effective, individualized coaching sessions based on shopper reports. We provide double the shops for the same cost as most other mystery shopping programs so your coaches and executives have more actionable, reliable data for improving employee performance.

Employee Satisfaction Survey


Experience your Credit Union from an employee’s perspective to discover exactly where you can improve.

We conduct online and paper employee satisfaction surveys for your Credit Union using our time-tested questionnaire customized for your specific needs. Our survey analyzes twelve key areas to determine employees’ level of satisfaction with their employment. Respondents rate the Credit Union in the following areas:

  1. Overall satisfaction
  2. Leadership and planning
  3. Corporate culture
  4. Communication
  5. Career development
  6. Role at the company
  7. Recognition and rewards
  8. Teamwork and cooperation
  9. Working conditions
  10. Relations with immediate supervisor
  11. Training program
  12. Pay and benefits

We will adjust benefits questions to match your Credit Union’s benefits package, and we can create questions that will delve into issues facing your organization, such as:

  • What have you heard in the rumor mill?
  • Have there been recent organizational changes?
  • In what areas do you personally feel the organization needs improvement?

After completion, we will send you a detailed report including findings and recommendations.

For more information about this survey, send an e-mail to info@michaelneill.com.

Mystery Shopping Program


Experience your Credit Union from a member’s perspective to discover exactly where you can improve.

MemberShoppers from MemberXP.com is a mystery shopping system designed exclusively for Credit Unions. It allows you to evaluate the member experience across delivery channels based on the precise factors that lead to member account purchase and member retention.

An online reporting system gives executives and coaches immediate access to data as it is reported – 24 hours a day. Up-to-the-minute data is used to provide targeted training, reward top performers, encourage teamwork, and increase employee productivity.

MemberShoppers is tailored to compliment the ServiStar Consulting program. Shoppers will evaluate your employees based on essential skills developed during ServiStar training and coaching:

  • The 7 elements of exceptional service
  • Needs-based selling
  • Use of benefit statements
  • Member relationship development
  • Use of referral collateral

New Member Survey


Experience your Credit Union from a new member’s perspective to discover exactly where you can improve.

Our New Member Survey will help you build stronger, more profitable relationships with your newest members. ServiStar Consulting experts offer experience & dedication in providing high quality, reliable, and useful new member research to your Credit Union. Our new member survey:

  • Provides you with information on how to bring new members into a more profitable relationship with the Credit Union
  • Helps you better understand your competitive advantage & successful marketing efforts
  • Assists you in determining where you stand on new member satisfaction issues relative to key competitors
  • Provides you with a trend analysis to measure how effective your efforts have been at improving new member relations

 

For more information about this survey, send an e-mail to info@michaelneill.com.

How We are Different


MemberShoppers is unlike other mystery shopping systems. Tailored specifically for Credit Unions, our system allows credit union executives to evaluate the member experience their employees are providing based on the precise factors that lead to member account purchase and retention. In fact, we surpass our competitors by combining 7 essential features that are critical to successful Credit Union mystery shopping programs:

In addition, the MemberShoppers coaching guides and action plans are aligned with the ServiStar™ coaching method.

Of course your credit union does not have to use the ServiStar™ training materials to take advantage of the benefits of MemberShoppers. Our shopper surveys are designed to cover the essentials of sales and service delivery that are critical to enhancing the member experience in every Credit Union.

For more information about this survey, send an e-mail to info@michaelneill.com.

Ready to start transforming your Credit Union’s culture today?

Click here to listen to actionable advice that will revolutionize your organization’s sales and service culture!

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