Oct. 12, 2009


  • Setting, communicating and managing service levels within market expectations is critical for any communications channel. This is especially true for the Web channel, as evidenced by the survey responses of close to 1000 consumers found here: http://tinyurl.com/noystc .

    Basic stuff like communicating how long a member should expect to wait for a response is still often not provided in some of the prettiest new Web sites released.

    Many credit unions don’t even know how long they are taking in business hours (what their service level is based on) to respond, and if you can’t measure it, you can’t manage it or consistently provide what it takes for consumers to use the channel.

    Chuck Van Court