Member Effort Survey – We want to hear your voice!

July 5, 2017 – Kindred is pleased to partner with Satori Consulting Inc. (Satori) to implement the Member Effort Survey (MES) program to improve your overall member experience. Satori is a leading data analytics consultant serving credit unions since 2003.

MES is an email based survey that assesses member interactions across a variety of ways you bank with us (online or in person) and provides insight on member effort (ease of use) and member satisfaction. The feedback you provide helps us understand how we can serve you better in the future. And we also want to know what delights you about our service!

How does MES work?

You process a transaction with us and within about a week, you receive an email from Kindred asking you seven questions about your experience (including ease of doing business with us and whether you would recommend us). Satori receives these survey responses through a secure server, processes them, and provides them to Kindred. We then assess the feedback looking for trends to help us improve our processes.

What types of transactions will be included?

The types of transactions that initiate an MES survey include: in branch; online/mobile/phone banking; ATM; lending; and investing.

How often will I receive a survey?

Kindred will restrict the number of surveys sent to a member to a maximum of two surveys in a six month period.

Why is this program focusing on members with emails?

Currently, the MES program is only set up to survey members via email. Kindred is looking into delivering a paper survey so that we can include a broader cross-section of our membership in this program – we’ll keep you posted on this! If you’d like to share your email with us, please call or visit your local branch to provide consent.


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