HealthShare Boosts Member Satisfaction to 9.45 with Sogolytics

Key
Highlights

30%

Response rate achieved

9.45/10

Member satisfaction score

3Months

Time to results

Overview

Since 1955, HealthShare Credit Union served members through traditional banking. As they modernized their customer experience with a new mobile app for 4,500 members, they wanted to understand how their customers felt about the new service, but faced low survey participation. Partnering with Sogolytics delivered a 30% response rate and transformative insights within three months.

Industry

Credit Union

Use Case

Member Feedback

Region

North Carolina, US

Within the first 3 months of this project I was seeing results  I never experienced or expected, and that made me know Sogolytics was the right choice for our credit union and members.

Genice DeCorte CEO, HealthShare Credit Union

The Challenge

No Visibility

Into member experience

Unusable Data From Low Response Rates

After launching their mobile banking app to 4,500 members, HealthShare used SurveyMonkey to measure adoption, but had to abandon the project entirely due to extremely low participation that made the data unreliable.

Limited Visibility into Member Experience

Without reliable feedback, HealthShare couldn't determine if members were using the mobile app or understand their banking habits, leaving critical questions unanswered about member satisfaction and product adoption.

Blocked Product Adoption Goals

HealthShare lacked the capabilities to collate member feedback and convert those insights into targeted campaigns and education initiatives, driving mobile banking adoption and elevating member experiences.

The Solution

9.45/10

Overall member satisfaction score

Advanced Survey Features for Personalized Feedback

HealthShare transitioned from SurveyMonkey to Sogolytics' AI-powered experience platform with Net Promoter Score and Question Display Logic capabilities, creating personalized survey experiences with targeted follow-up questions relevant to each member.

Seamless Email Distribution and Rapid Results

By deploying customized surveys through Sogolytics' email distribution system, HealthShare saw unprecedented results within the first month, with precise feedback that could be drilled down and analyzed through numerous reports and filters.

Actionable Insights Exceeding Industry Benchmarks

The survey revealed members rated their overall satisfaction at 9.45 on a 0-10 scale, that ws significantly higher than the 2016 JD Power industry average of 7.93. These actionable insights empowered HealthShare to make data-driven decisions and share successes across leadership, board, and staff.

The Result

30%

Survey response rate

With a 30%+ response rate, HealthShare gathered meaningful feedback on mobile banking app adoption levels and usage patterns. These critical insights enabled them to run targeted awareness campaigns focused accelerating product adoption.

The survey data guided HealthShare to enhance employee training and create targeted member resources, including short video tutorials, wallet-sized instruction cards, and new educational collateral highlighting mobile banking's security and convenience.

The insights influenced HealthShare's business model and strengthened member relationships by creating open dialogue where members feel heard, ultimately improving long-term retention as members who actively use more products and services are more likely to stay.

Why Sogolytics?

Credit unions and financial institutions partner with Sogolytics to measure member sentiment during product rollouts and turn insights into targeted campaigns that boost adoption and loyalty.

Precise Analytics

Leverage Net Promoter Score and Question Display Logic to deliver targeted insights analyzed through comprehensive reports and filters.

Product Adoption

Identify usage gaps and barriers to help members take full advantage of your products and services, increasing engagement and stickiness.

Security Confidence

Uncover member concerns and create targeted educational content that emphasizes security and convenience, providing peace of mind.

Employee Empowerment

Equip your team with member insights that guide training programs and enable them to deliver better service and support.

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HEALTHSHARE CREDIT UNION + SOGOLYTICS

First Credit Union

All in Credit Union

T3 Expo

First Credit Union

All in Credit Union

T3 Expo

HEALTHSHARE CREDIT UNION + SOGOLYTICS

First Credit Union

All in Credit Union

T3 Expo

First Credit Union

All in Credit Union

T3 Expo

Starter Package

Business Class

Fully Loaded

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