Case Study: Desert Federal Credit Union automates member feedback and boosts satisfaction with CloudCherry

Automating Voice of Member surveys for Arizona’s largest credit union

Desert Federal Credit Union, Arizona’s largest credit union, needed a better way to manage member and employee feedback. Manual questionnaire creation, analysis, reporting, and follow-up were time-consuming, and insights from Voice of Member and Voice of Employee surveys were not centralized or available in real time. The credit union turned to CloudCherry’s Voice of Member platform to simplify its feedback process.

CloudCherry implemented an automated survey and feedback management workflow using tools such as Question Builder, unique survey links, automated email delivery, reporting dashboards, and ticketing for loop closure. The result was a smoother, fully automated process that reduced the time needed to make notes by 95%, cut issue-resolution time by 75%, and reduced reporting time by 50%. Desert Federal Credit Union also saw a 6% increase in NPS and a 2% increase in overall satisfaction on relationship surveys.

Desert Federal Credit Union

Melissa Crowe

Senior Director