Frequently Asked Questions
What is the "Standard Survey"?
What is a close-ended question?
What are open-ended questions?
What is an Alert?
Can I get Alerts without the open ended questions?
What is a branch level survey?
What is a credit union wide survey?
What is Benchmark data?
What is meant by an IVR, (Interactive Voice Response) survey method?
Why use both IVR & Web data Collection?
How will my location code be used?
How are the invitations downloaded?
What is meant by "survey deployment"?
How do I change my order in the shopping cart?
If I were to design my own invitation, what information would I need?
What is a "like-size credit union"?
Why not just use a web-based market research service, like Survey Monkey or Zoomerang?
How long will my survey run?
What is the "Standard Survey"?
A standard survey is a survey that is made up of 25-30 close-ended questions. The content of each myCUsurvey standard survey remains constant, so that you are able to measure the data over time. The number of questions depends on the type of survey chosen.
What is a close-ended question?
A close ended question is a question that has a defined list of answers from which to choose when responding. You are not able to add additional information or add comment to the answer of the question.
What are open-ended questions?
The open-ended question is an unstructured question without a defined list of answers from which to choose from. This type of question requires the respondent to answer the question in his or her own words. An open-ended question is designed to encourage a full, meaningful answer using the subject's own knowledge and/or feelings. Open-Ended questions are a survey option that can be added to the "Standard Survey" for an additional fee.
What is an Alert?
The alert is an email notification sent to a designated person at your Credit Union, when a member has taken a survey and responded negatively (0-6) to the likely to recommend question, or they responded with a measure of extremely dissatisfied to any of the six critical service areas of the credit union. The member will be asked if they wish to be identified and contacted, and if they respond yes an email will be sent to the Credit Union representative listed on the account profile. This email will include the following: Name of member, contact phone number, best time to call, and a short message as to what they would like to discuss. This alert allows the credit union to respond quickly to member’s who have concerns. An Alert is another survey option that can be added to the "standard survey w/open-ended questions" for an additional fee.
Can I get Alerts without the open ended questions?
No. In order to have the alerts option, the Credit Union must also have the open-ended question option added to their survey.
What is a branch level survey?
A branch level survey is a survey that collects data from 100 respondents for an individual branch. Each branch level survey comes with an online report of the data collected, and is a complete study in and of itself. For example, if a credit union purchases two branch level surveys, upon the completion of the survey data collection, they will receive two reports with separate data.
What is a credit union wide survey?
A credit Union wide survey is a survey that collects data from 500 members across branches. The survey may collect data from more than one credit union branch, but the reporting data will not be broken out by these branches, there will be one report for all branches. We suggest this as a credit union wide survey for those times when the information you are gathering is needed for the whole credit union.
What is Benchmark data?
Benchmark data serves as a standard by which individual branch or Credit Union wide data may be compared. Our reports include national, regional and same-size credit union benchmark data on key measures. The comparison of the benchmark data with the survey data provides the Credit Union with measures of how well they are doing against benchmarks.
What is meant by an IVR, (Interactive Voice Response) survey method?
IVR (Interactive Voice Response) is a technique for doing automated live interviews. Each question is pre-recorded and played back during the interview. This technique completely eliminates any variability in now the questions are asked. Respondents enter their answer to closed ended question using their touch tone keypad, much like voice mail. Responses to the questions are recorded for later play back. The on-line report allows the credit union to hear these comments exactly as the member has given them. Importantly the tonality of the comment is captured by the recording. This allows the credit union to access the degree of concern when a less than positive comment is given.
Why use both IVR & Web data Collection?
myCUsurvey has found that by providing both methods of data collection a broader sample of respondents is likely to be obtained. For example younger members are more likely to do a web survey and older members are more likely to do an IVR telephone survey.
How will my location code be used?
The location code is an opportunity for the credit union to add an identifiable name to each survey they purchase. This helps the credit union track their surveys utilizing a name of their choosing. The location code information will also be listed on the invitation template.
How are the invitations downloaded?
Once a survey is purchased, the invitation template for your survey will be automatically downloaded into the "your account" area, and listed in your xxx.
What is meant by "survey deployment"?
Survey deployment is when a survey is put into action. It is the action of starting your survey.
How do I change my order in the shopping cart?
In order to change your order in the shopping cart, you may remove an item from the shopping cart by clicking on the icon in the upper left corner of the item, thus removing it from the shopping cart. If you wish to add additional products to the shopping cart, you can return to the product page and add additional items there.
If I were to design my own invitation, what information would I need?
You would need the web address, the 800 phone number, and the survey code.
What is a "like-size credit union"?
A "like-size credit union" is a credit union that falls within the same total asset range that your credit union does. For more detailed information go to the "how it works" drop down and click on the "report" tab.
Why not just use a web-based market research service, like Survey Monkey or Zoomerang?
The feedback we hear from those who have the choice say ‘they just don’t have the man power to support the “do it yourself” system’, and without the infrastructure they don’t feel the results will be actionable so why do it?
At myCUsurvey we take care of all the details for one small fee, so there is no need to add additional staff in order to develop an actionable member satisfaction program. We develop the surveys with Credit Union experts, create the downloadable custom invitations, automatically deploy the survey via IVR and Web, collect the data, and then give you an extensive on-line report of the results. We also give you something these other services cannot; National, Regional, and Like-Size Credit Union benchmark data for every survey. All you need to do is print the invitations, invite your members, and analyze the results we do the rest.
Our service is simple, economical, and actionable!
How long will my survey run?
The Survey will run till either the number of responses purchased is reached or a 4-week time frame has elapsed, whichever comes first.