Satisfaction?! Credit Unions are Errands... how do you measure someone's satisfaction with an errand? Additionally, satisfaction is subjective and not a unit measurement.
Satisfaction Indexes of 1 to 5 are flawed.
Loyalty Economics, as talked about in Ultimate Question by Fred Reichheld...
The main question in Net Promoter Scores is "On a scale of 0-10, how likely are you to recommend your product to a friend, and family members?" (a snazzy quantitive question)
This is followed by a qualitative question of "Why?" This is about reputation, and should be managed much more than once a year. Preferably *monthly*.
Score Breakdown
0-6 - Detractors
7-8 - Passives
9-10 - Promoters
Net Promoter Score = P - D
Promoters minus Detractors - (are these sums of scores of counts of categories)?
(Who made this quiche?! - Looking for a label so they can get it or suggest it is a mark of a promoter)
"Organizations don't have Values, People do."
"Show me what you measure, and I'll show you what you value..."
Value -> Culture -> Action -> Reputation
Values -> Measure/Manage -> What you do -> What you are known for