INDIRECT LOAN QUESTION BANK Behavioral Loan Origination Questions The scored responses to the questions in this section are assigned to the dealership that took the loan application. We recommend choosing or creating 2 to 4 questions. The symbol in front of the question indicates it is chosen frequently by credit unions. Did the dealership representative act in the member s best interest? Was the [Dealership Name] finance representative courteous? (Rating scale 5 to 1) Question ID: ILO1 Was the [Dealership Name] finance representative fair? (Rating scale 5 to 1) Question ID: ILO2 To what extent did you feel the [Dealership Name] finance representative had your best interests in mind? (Rating scale 5 to 1) Question ID: ILO3 Was the dealership representative knowledgeable? Did the [Dealership Name] finance representative answer your questions to your satisfaction? (Rating scale 5 to 1) Question ID: ILO4 Was the [Dealership Name] finance representative knowledgeable and able to answer any questions or address any concerns you may have had? (Rating scale 5 to 1) Question ID: ILO5 MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 1
Behavioral Loan Processing Questions The scored responses to the questions in this section are assigned to the credit union employee or third party who processed the loan. We recommend choosing 1 question. If your credit union has automated decisioning for all or most consumer loans, do not choose any questions from this section. The symbol in front of the question indicates it is chosen frequently by credit unions. How did the member feel about the turnaround time? Was the time required to approve your loan reasonable to you? (Rating scale 5 to 1). Question ID: ILPQ1 How would you assess the time it took to approve your loan? (Rating scale 5 to 1). Question ID: ILPQ2 Behavioral Member Follow-up Questions The scored responses to the questions in this section are assigned to the employee assigned to following up on indirect loans. The symbol in front of the question indicates it is chosen frequently by credit unions. Did the member receive any follow-up? Did a credit union representative contact you to thank you for your loan and to follow-up with you? (Yes/No) Question ID: ILF1 Did a credit union representative send you a thank-you note to show our appreciation? (Yes/No) Question ID: ILF2 If a credit union representative contacted you to follow-up, did he/she who let you know about other credit union products and services that could benefit you? (Yes/No) Question ID: ILF3 MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 2
Overall Experience Questions The scored responses to the questions in this section are not assigned to an employee, but will help your credit union understand how members feel about the dealership experience. We recommend choosing or creating 1 or 2 questions. The symbol in front of the question indicates it is chosen frequently by credit unions. How do members feel, in general, about the dealership experience? How would you rate you rate your overall experience with [Dealership Name]? (Rating scale 5 to 1) Question ID: ILOQ1 To what extent would you say you had an exceptional experience with [Dealership Name]? (Rating scale 5 to 1) Question ID: ILOQ2 How would you compare this experience to similar experiences at other dealerships? (Rating scale 5 to 1) Question ID: ILOQ3 How likely are you to return to [Dealership Name] for another vehicle? (Rating scale 5 to 1) Question ID: ILOQ4 Based on his or her experience, would the member recommend the dealership to others? MemberView comes with a standard MXPromoter question: Based on your experience, how likely are you to recommend [Dealership Name] to a friend or colleague? Question ID: ILOQ5 How easy is it for members to do business with the dealership? Does the dealership meet or exceed the members expectations for ease of use? MemberView comes with two standard MXEasy questions: How easy did you expect the dealership would make the vehicle purchasing process for you? Question ID: ILOQ7 How easy did the dealership actually make the vehicle purchasing process for you? Question ID: ILOQ8 MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 3
Optional Marketing Questions MemberView Voice of Member comes with a separate report to help your credit union understand member behavior in order to develop more effective marketing campaigns and build stronger relationships with members. We recommend limiting the questions you choose or create to one question initially. Your credit union can change this question periodically. For a complete list of marketing questions, please consult your MemberView onboarding concierge or refer to Appendix E. The symbol in front of the question indicates it is chosen frequently by credit unions. What other banking relationships does the member have? Please tell us what other financial institutions you use. (Multipleanswer question) Question ID: M1 (List your competitors below.) Please tell us which financial institution you consider to be your primary financial institution. (Single-answer question) Question ID: M2 o o Credit Union Other. Do members consider the credit union to be their primary financial institution? Do you consider the credit union to be your primary financial institution? (Yes/No) Question ID: M3 Now that you have a loan with Credit Union, you re eligible for great rates on a wide range of financial products and services. (Follow-up with a list of offers or with the option below. We d like to be your primary financial institution. Please tell us what it would take to become your primary financial institution. (Multiple-answer question) Question ID: M5 MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 4
Show me how switching financial institutions is easy Show me how I will save more money with credit union products and services. Show me how I will make more money with credit union products and services. Show me how credit union services are more convenient. Other MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 5
Optional Cross-Tab Variables MemberView Voice of Member comes with up to variables that you can either embed in the survey or ask as a question. These can help your credit union understand the relationship between member demographics, member account relationships, and the member experience. Choose variables below; however, remember that unless they are embedded in the survey, these questions will contribute to the overall length of the survey and can create member fatigue. What type of account relationship does the member have with the credit union? What channel did the member use for completing this transaction? How do members feel about the experience based on demographic characteristics? Check here to include as a question. Please tell us how many accounts you and members of your immediate household have with the credit union. Question ID: CT1 Create your own variable: Please tell us where you applied for this loan. (i.e., in a credit union branch, telephone, online, etc.) Question ID: CT7 Please tell us your age. Question ID: CT3 Please tell us your gender. Question ID: CT4 Please tell us your annual household income. Question ID: CT5 Please tell us the zip code of your home address. Question ID: CT6 Please tell us how long you have been a member of the Check here to embed as a variable. We will supply accounts per member information. We will supply the delivery channel the member used for the transaction. We will supply member birth date or age. We will supply member gender. We will supply member income. We will supply member zip code. We will supply date of membership origination. MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 6
credit union. Question ID: CT7 MemberXP. Permission for MemberView Voice of Member users to copy for internal use only. Revised 11.15. 7