For nearly 30 years, CUNA has been providing quality, custom research to credit unions—and only to credit unions. CUNA Center for Research & Advice is dedicated to delivering intelligence that credit unions use to make strategic decisions with confidence. No one understands credit unions and credit union members better than CUNA’s staff of highly-trained professional researchers, and you won’t find better research design, execution or analysis. CUNA can enhance your surveys with benchmarking to our national database of credit unions, identification of your best target markets for specific services, and demographic profiling of service users.

Hear What Your Colleagues Are Saying...

	By using survey data to set the stage for product rollouts, make service improvements, and provide strategic direction, Northwest Federal Credit Union has been able to continue its solid growth – even in times of such dynamic technologically-driven market changes.” Read the full Case Study
Gerrianne Burks President/CEO Northwest Federal Credit Union

• Ongoing, Online Member Feedback Surveys
• Member Financial Literacy Survey
• Customized Member Surveys
• Semi-Customized Member Surveys
• Snapshot Surveys
• Business Services Surveys
• Non-Member Surveys
• Website Satisfaction Surveys
• Employee Satisfaction Surveys
• Employee Engagement Surveys
• Select Employee Group (SEG) Satisfaction Surveys
• Member Channel Preference Surveys
• League Compensation Surveys

NEW Ongoing, Online Member Feedback Surveys
Are you looking for a way to obtain member feedback on a continual basis, regarding their experiences with your credit union and suggestions for improvement? Use these periodic reports to better serve your members.

• Find out what your members feel about the service they are receiving
• Discover whether they've had any negative experiences
• Determine how well their issues were addressed
• Collect suggestions for better meeting their needs

Member Financial Literacy Survey
Have you ever wondered where your members “are” in terms of financial literacy? This is your opportunity to find out.

• Learn what habits (good and bad) your members currently have when it comes to their finances
• Identify areas where members feel a lack of knowledge on financial matters
• Find out their level of interest in participating in financial education opportunities through the credit union

Customized Member Surveys
CUNA’s Center for Research and Advice will develop a fully customized survey of your members to meet any specific need you have.

• Explore a wide range of topics, or focus on in depth investigation of specific issues
• Find ways to increase your product market share, improve service quality, or decide which new services to offer members

Semi-Customized Member Surveys
CUNA offers semi-customized survey products at a lower cost than fully customized. These surveys allow you to customize some parts of a pre-designed questionnaire.

• Get actionable, reliable results at a lower cost than fully customized surveys
• Use the most valued and frequently asked questions with the ability to add your own questions

Snapshot Surveys
CUNA’s low-cost, one-page legal-sized member survey designed to help you gain valuable member feedback to guide your marketing and strategic planning efforts.

• Get benchmarking information, product market shares, and institutional, staff, and loan-service image
• Discover reasons why your members turn to competitors for loans and who they choose as their primary financial institution
• Find out member loyalty to the credit union

Business Services Surveys
Are you looking to start a business services function or to improve an existing program? A Business Services Survey will help you understand business owners’ needs so your credit union can capitalize on this growing segment and improve your bottom line.

• Determine business owners’ interest in your business services, and which specific services they will use
• Identify their current primary provider, their satisfaction level with them, and what the credit union will need to do in order to attract their business

Non-Member Surveys
Whether your credit union has recently received a community charter or has had one for some time, this survey will be a valuable tool.

• Discover what it takes to be a successful community chartered credit union
• Determine what your potential members look for in a financial services provider and how much (or little) they know about you and their eligibility to join
• Gain valuable insights into which channels they prefer to use for conducting their business and what you will need to do to bring their business to the credit union

Web site Satisfaction Surveys
More and more of your members are going to the Internet for financial services. CUNA’s online surveys will help you determine how satisfied your members are with your Web site and what you need to do to improve your online services.

• Discover if they can easily find what they’re looking for on your credit union’s Web site
• Examine their level of interest in remote banking services, such as online bill payment

Employee Satisfaction Surveys
A CUNA Employee Survey can help you improve the way your staff works together, enhance your credit union’s brand image, and increase the level of service you deliver to members.

• Discover the attitudes your employees have about their jobs and what their needs are
• Gain valuable insights on 14 different facets of employee satisfaction
• Compare your results with those of other credit union employee groups surveyed by CUNA

Employee Engagement Surveys
An Employee Engagement Survey provides you with an in depth look at employee satisfaction with a focus on loyalty and engagement to the credit union.

• Discover how employees perceive themselves being treated.
• Gain valuable insights on 21 different facets of employee engagement.
• Compare your results with those of other credit union employee groups surveyed by CUNA

Select Employee Group (SEG) Satisfaction Surveys
SEG Satisfaction Surveys have become an essential part of credit unions’ efforts to build stronger relationships with their SEG liaisons, enhance membership growth, and increase the credit union’s product penetration.

• Find out how much value your SEG liaisons place on their relationship with your credit union
• Discover if they understand the benefits you provide and if they are promoting your services
• Examine how you can improve the relationship and attract more of their employees

Member Channel Preference Surveys
Do you know which types of delivery channels your members prefer to use to conduct their financial business? Or their preferred times to conduct business or frequency of use? Find out with these Member Channel Preference Surveys.

• Identify what channels you should focus on and improve for the future by analyzing current and anticipated channel-usage trends
• Gain valuable insight that can improve your competitive positioning to increase service usage
• Lower operating expenses through effective operational planning

League Compensation Surveys
League Compensation Surveys allow you to provide valuable salary information for the credit unions affiliated with your league, giving them a more local picture of compensation in their state region.

Additional Resources

• Listen to podcasts on Business Services, Membership Growth, and Health Insurance.
  
  • Are Business Services Right for Your CU?
  • Looking to Grow Your Membership? Prepare for Higher Remote-Banking Transaction Volume
  • Offering Health Care Insurance Gives Credit Unions a Competitive Advantage Over Other Employers
• Conducting a Member Survey? Avoid These 10 Common Missteps and Oversights
• Doing a Member Survey In-house? Avoid These 5 Questionnaire-Design Faux Pas
• Research Review (e-newsletter on trends and issues)
• Two-wave mailings: Improving the accuracy and reliability of your survey results
• Avoid These Strategic Planning Pitfalls
• 10 Tips to an Effective Member Survey
• How to Select a Survey Vendor
• Sample Target-Marketing Matrix
• The Benefits of Membership
• Paper still preferred for research, CUs say
• Research:The Key to an Improved Bottom Line
  [PDF] [PowerPoint]
• Customized Comparative Analysis
• PCA Checkup

FOR MORE INFORMATION, contact us by:

• Phone:	1-800-356-9655, ext. 4172
• E-mail:	mktresearch@cuna.coop
• Fax:	(608) 231-4027
• Mail:	Credit Union National Association, Inc Center for Research & Advice PO Box 431 Madison, WI 53701-0431
• Online Request:	Send a request for more information here!