Case Study: YMCA achieves real-time member engagement and 2.5× membership growth with Customerville

YMCA - Customer Case Study

The YMCA, a mission-driven community organization “more than a gym,” needed a modern way to hear and act on member feedback. Their previous biannual NPS approach left them reacting to issues too late, relying on rumor and incomplete insight, and limited their ability to quantify member needs, engage staff, and reinforce the Y’s broader mission.

They partnered with Customerville’s Design‑driven Feedback platform to deploy real‑time, design-led surveys (keeping NPS as part of a larger, more personal conversation), routed issues for immediate follow-up, and used feedback to celebrate staff. The program doubled response rates, enabled a dozen member initiatives including a new downtown facility, helped membership and revenue grow substantially (membership up roughly 140%), drove over $500K in community donations, increased volunteer participation, and created a more engaged, action-oriented culture.

YMCA

Andrea Rosenbaum

Director of Member Advancement