CASE STUDY

Member Feedback Drives CU Outreach and Growth

Where They Were

This large credit union in the South wanted to improve member retention and increase member loyalty by deepening relationships while meeting more of its members’ financial needs. The credit union also sought to increase operational efficiencies by identifying processes in need of improvement.

Challenges

Without a dedicated team to respond to priority member survey feedback, the credit union had difficulty following up in a timely manner on Detractor alerts, complaint resolution opportunities and revenue-producing product requests being generated by Support EXP’s Insight Builder survey platform.

The Solution

The credit union partnered with the Ideation Team at Support EXP to build a business case around the need for a centralized response team that could quickly and efficiently deal with priority survey feedback. This business case defined objectives – including improved response times – determined outreach guidelines, and established goals and expectations.

The Results

Since the change in the organizational model, the credit union has…

Identified and implemented vast numbers of opportunities to assist members in their financial journeys while building stronger member relationships.
Seen an increase in member referred business in its Checking, Online Mobile, Credit Cards and Deposits & Savings categories.
Achieved an increase in wallet share for its more profitable lines of business.

Results for You !

We can help you achieve the same incredible results as this client.

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