Case Study: DUCA Financial Services Credit Union boosts member feedback and NPS with AskNicely

How DUCA transformed its feedback strategy with AskNicely

DUCA Financial Services Credit Union, a Canadian credit union focused on a member-first approach, faced a challenge in capturing timely and meaningful feedback. Their previous methods, including focus groups and sporadic email surveys, were inconsistent and failed to generate actionable insights. To modernize its strategy, DUCA chose to implement the AskNicely platform to better capture member sentiment and evaluate member journeys.

By implementing AskNicely, DUCA gained a structured system for collecting real-time feedback across all member touchpoints. The solution provided a 360-degree view of the member journey, enabling quicker issue resolution and better recognition of top-performing employees. As a result, DUCA achieved an average NPS of 63 and a survey response rate of over 30%, with 65% of those responses including valuable comments.

DUCA Financial Services Credit Union

Arvind Dhar

Director of Digital Banking Channels