Hi there!
We are a regional Credit Union that currently sends out NPS surveys based on daily transactions and we use that score to report on the health of our people, products, and processes. This has been the norm for us over the last 16+ years but 2 years ago is when we really started paying attention closely and building a true team to handle the feedback. Today we are a team of 3 (Specialist, Director, and Chief Experience Officer) and expanding the reach of our surveys through research style surveys and journey mapping. Historically, we have maintained a higher NPS score but since making the move to Qualtrics last year, our scores are higher than ever and making it harder to identify true trends that allow us to link them to improvement opportunities. We are looking to make a shift to using our transactional data to send out CSAT surveys and use NPS on a quarterly basis, in an attempt to identify process specific gaps or friction. We feel this will allow us to see more targeted feedback since we would be asking about specific transactions/interactions and be less generalized.
Has anyone done something similar? How did you get the buy-in from your leaders to change your reporting structure? What changes did you see in the quality of feedback you received? What struggles did you encounter throughout the process?
Any information would be helpful for us and thank you!
