Capture authentic member feedback to truly understand pain points and drive strategies, nurturing a member experience that build loyal brand advocates.
Take action on member feedback
Don’t just listen to what your members have to say. Sogolytics helps you put member feedback into action, improving satisfaction and transforming your NPS.
Embed feedback forms and surveys at critical touchpoints across platforms to get member feedback throughout the member journey with ease.
Key Metric Surveys
Understand member satisfaction trends, market perception, and more with key metric surveys that provide insights to help you create a powerful member experience strategy.
Customize survey follow-ups and nudge promoters to share their experiences on social media, third party websites to amplify the voice of your members.
Decode prevalent sentiments and take proactive action where it matters the most by identifying the key drivers behind the numbers with powerful analytics.
Set alerts for changing audience sentiments so you can take immediate action, ensuring that your members feel heard, thereby mitigating dissatisfaction in the long run.
Get the whole team on board with captivating reports. Customize graphs, themes, and more to present your findings in the best possible way to ensure informed decisions.
One of the top credit unions in the country, All In Credit Union needed a modern solution to give them greater analytical partner to consistently deliver experiences that delight their members. This was even more crucial when they saw a dip in their NPS during the pandemic, which didn’t rebound as expected.
Sogolytics helped them identify just what was impacting member satisfaction. Turns out, members missed having coffee at branch locations. The simple act of installing a Keurig in every location helped their NPS and CSAT scores bounce back.
Overall, the insights powered by Sogolytics helped All In Credit Union create fluid and responsive strategies, empowering them to improve their NPS and CSAT score, thereby maintaining their reputation and creating a great member experience.
The first step to getting the essential answers is asking the right questions.
Explore our range of survey templates to get started. Add in or modify questions to make it all about your organization, and share it with your employees to get started!
Take a holistic approach with a comprehensive suite of solutions to meet your needs.
Keep up with rapidly evolving member expectations and deliver experiences that delight, every time.
With SogoCX, you can home in on experience gaps to bridge key weaknesses and fortify key strengths, curating experiences that leave an impact.
6 strategies to build and protect your online reputation!
Why is online reputation management important?
Online reviews are a trusted source of insight. As a result, prospective members often turn to online reviews to discover whether a credit union is worth joining. Great reviews don’t only increase potential member conversions, but can also improve market visibility, as search engines promote businesses with higher ratings.
How is member satisfaction connected to online reputation?
Happy members spread the word! Members who are more than satisfied with their experience tend to be strong brand advocates and are more than happy to share their experiences on review sites.As a result, a successful member experience strategy has a direct impact on your online reputation, helping prospective members see the value your credit union offers.
How can we improve our credit union’s online reputation?
The first step to improving your online reputation is to proactively seek feedback. Look to understand member pain points and experience gaps – and bridge them.Monitor experiences to see changing member sentiments, and act when needed. Next, set up alerts for member feedback to ensure you respond to what your members have to say, good or bad. This will ensure your members feel heard.Lastly, encourage members to leave feedback after key interactions. By nudging them at the right time (i.e., when the interaction is recent), you increase your chances of getting more real reviews, thereby improving your online reputation!
What are the best strategies to manage credit union online reputation?
One of the most important things to do is social listening. Check in on websites that are focused on providing third party reviews for banks and credit unions – and see what your review score is like there. These websites often allow businesses to respond to comments – do so! Respond to comments, both positive and negative, and look to make amends where needed.Ask for feedback – whether it’s after a key interaction, at the end of a survey, or even after a meeting. Nudge members to leave reviews. You can customize feedback from NPS forms to lead promoters to review websites, while personally following up with detractors to better understand the cause.Finally, listen to every voice, and respond. Oftentimes detractors just want to be heard. By listening to their concerns, you might identify concerning gaps in your engagement strategy! By taking the effort to make up for a negative experience, you are also more likely to win back your detractors and gain their trust.At the end of the day, online reputation management is about persistence and consistency.