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Special Announcement! |
Effective January 1, 2010, our program partner Support Financial Resources has
added another incentive to become a shopper. SFR will randomly draw Three (3)
winners each
month from a list of completed shops, each winner will receive a Visa or
MasterCard Gift Card valued at $50.00! |
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What is a Service Shopper?
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A member, like you, who visits State Department Federal Credit Union and then documents the service
experience in an online evaluation form. A shopper needs to be objective and fair-minded.
NOTE: A shopper must also remain anonymous, it is important that you do not reveal
your identity as a shopper to ANY State Department Federal Credit Union employee. State Department Federal Credit Union employees, board and supervisory committee members and their families
may not participate. If you have inadvertently received this invitation, please
disregard.
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What is a Service Shop?
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A shop is an independent and objective viewpoint designed to highlight strengths
and improvement opportunities in an effort to deliver enhanced service to you.
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How much time will it take?
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Minimal time is required because you shop the State Department Federal Credit Union location you
typically visit. Shop evaluation forms typically take about 20 minutes or less and
are completed and submitted online to our independent consulting firm, Support Financial
Resources (SFR).
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How will I be compensated?
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For each completed teller, phone or electronic shop, we will deposit a stipend of $15
directly into your checking or savings account. A stipend of $20 is deposited
for each completed member service shop.
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How will I know what to do?
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When you are scheduled for your first shop, you will receive a welcome email from
SFR. The email will include a link to everything you need to get started including
the electronic Service Shopper Handbook. The handbook includes detailed guidelines
on completing shops, instructions on how to complete evaluation forms, and what
to look for in terms of quality service. It will only take about an hour of your
time to become familiar with the program. IMPORTANT: The Service Shopper Handbook
must be read before completing any shops.
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How often will I be asked to
conduct a "shop?"
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You will receive an email from SFR regarding all shop
assignments - usually one (1) per month. The email will tell you what type of
shop to conduct and will indicate what month in which to complete the shop. We
may ask you to evaluate retail services department. For this type of shop assignment, SFR will
provide you with sample scenarios to use if you don't have an actual retail service
need. If you do not receive an email in a given month, you are not scheduled
to shop that month.
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What if I have more questions?
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If you have any questions about the program, please contact Support
Financial Resources directly at 1.800.444.5465, Option 4 or ShopperHelp@ServiceExperiences.com.
If you would like to verify the credit union's participation in this program, please
contact
Faith Miller, Chief Lending and Member Experience Officer at 1.703.706.5923. |
