The HealthShare Credit Union survey was designed specifically to meet all of the identified needs, and it benefitted from the use of key features such as Net Promoter Score and Question Display Logic. These elements allowed for the collection of critical data points, as well as targeted follow-up questions to make the survey relevant for each individual participant. Because the feedback was precise, the data could be drilled down and analyzed by the Credit Union through numerous reports and filters.
HealthShare deployed their new customized survey to their members using email distribution through the SoGoSurvey platform. Within the first month of this three-month project, Ms. DeCorte started seeing results that she had never before experienced or expected.
“I was prepared to accept whatever results we got from the survey but I was shocked when I started to see the high response rate and an overall satisfaction score of 9.45 [out of 10],” said DeCorte.
The survey uncovered several data points that Genice could act on. She learned that her members were happy – in fact, very happy. They rated their overall satisfaction with HealthShare Credit Union as a 9.45 on a 10-point NPS scale. Making this even more significant is the fact that the 2016 JD Power U.S. Banking Satisfaction Report identified the industry average for customer satisfaction as 7.93. The credit union enthusiastically shared this information with employees, board members, and leadership at the hospital where many of their members are employed.