MADISON, Wis. — The Gallup Research Group says profitability can be impacted by as much as 20% due to communication breakdowns between departments, operational inefficiencies and poor teamwork. To help, the Credit Union Executives Society and Michael Neill and Associates (MNA), Inc., Atlanta, have partnered to offer Internal Service Survey.
The Internal Service Survey helps credit unions assess their internal service levels, create improvement plans and achieve service excellence.
Baseline information is gathered through a confidential online survey. Employees provide comments on specific service interactions with co-workers in order to provide purposeful feedback. Next, the survey results are tabulated and credit unions are given an internal service action plan and processes to help track improvement. Also, employees and managers will receive training teaching them how to provide effective, instructive and constructive feedback.
“After 20 years of working with credit unions I have been able to track the corollary between internal service improvement and external service improvement.” said Michael Neill, president, MNA. “Evaluating internal service is one step in the process of creating a successful sales and service culture. It also improves communication, employee engagement and morale. Credit unions can use the results to identify key strengths, and discover areas which need improvement.”
To find out more about Internal Service Survey, visit cues.org/ISS ( http://www.cues.org/ISS ).
The Credit Union Executives Society is a Madison, Wisconsin-based, independent, not-for-profit, international membership association for credit union executives. CUES’ mission is to educate and develop credit union CEOs, directors and future leaders.