HealthShare Achieves 30% Response Rate with AI-Powered Surveys
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.
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 was 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
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.