Case Study: Trax Credit Union boosts survey responses by 415% with Digital Onboarding

Trax Credit Union boosts survey responses by 415% with Digital Onboarding

Trax Credit Union, a credit union based in Tampa, Florida, faced a challenge with its time-consuming and costly paper survey process. The method yielded low response rates, required 12 staff hours per month to manage, and incurred significant mailing costs. To improve how it gathered member feedback, Trax partnered with vendor Digital Onboarding to implement its Nurturing solution.

Digital Onboarding provided an engagement platform to automate digital surveys via email and SMS. This solution replaced the paper process and led to a 415% increase in survey response rates. The credit union saved over $4,000 annually in mailing costs and reclaimed 12 staff hours per month, creating a faster feedback loop to act on member insights.

Trax Credit Union