Member satisfaction is experienced in performing the latest research within the credit union industry. We can meet with you to identify which research strategy will give you the information you are looking for. We can then implement that research strategy and provide you with a complete analysis of the research findings, those operational areas in need of improvement and steps your credit union can take to streamline processes and grow past any obstacles.

We are experienced in planning and implementing effective member focus groups that can identify your credit union’s strengths and weaknesses, according to your members. In focus groups, the research team relies on their own judgment to select “representative samples” of participants who meet the needs of a particular project. Focus groups allow considerable flexibility in how questions are asked group to group and when the answers are analyzed, provide a more subjective process of listening and making sense of what was said in the groups.

Below are some of your peer groups that have used our focus group services:

• Gwinnett Federal Credit Union
• MembersFirst Federal Credit Union
• The Coca-Cola Company Family Federal Credit Union
• University Health Federal Credit Union

Surveys are another effective way in which you can discover how either your employees or your members view the credit union. Surveys use well-defined sampling procedures that rely on statistical formulas. Using a fixed set of questions, participants use the same set of predetermined response options. We are trained to conduct member surveys, online surveys, employee surveys and closed account surveys.

Growth By Design^® can offer your credit union the most comprehensive and competitively priced survey solution packages to help you attain your goals. Our surveys are designed to fit the needs of small and large credit unions alike. For more information, call Growth By Design^® at 1-800-768-4282 today!

Here are just a few of the credit unions that have used our services to meet their research needs:

• Associated CU
• Community United Federal Credit Union
• Credit Union of Georgia
• DOCO Regional Federal Credit Union
• Georgia Federal Credit Union
• Georgia Power Northeast Credit Union
• GPC Credit Association
• Retail Employees Credit Union
• LGE Community Credit Union
• Mutual Savings Credit Union
• Robins FCU

The mystery shopper strategy is an easy and inexpensive way that you can evaluate the effectiveness of your front line staff whether on the phone or in person. We can plan and implement this research on your behalf and then provide you with the results and offer suggestions for operational improvements.

Our mystery shopping program has been designed to provide a baseline analysis of current skill sets amongst designated employees in the credit union. It gives the organization feedback on in-person evaluations and alternative delivery systems to measure service standards based upon specific scenarios. On-going service evaluations are then employed to continue measurement of improvement in the sales process and provide specific information to the management team to support their coaching efforts.

For more information on our mystery shopping strategy, please contact Growth By Design^® at 1-800-768-4282.

Our mystery shopping clients include:

• Atlanta City Employees Credit Union
• CGR Credit Union
• TIC Federal Credit Union