Case Study: 1st Class Credit Union builds trust and improves member feedback with Feefo

1st Class Credit Union boosts survey completion to 52% with Feefo

1st Class Credit Union, a member-first financial cooperative, faced a challenge with its unverified feedback channels like Google Reviews and SurveyMonkey, which lacked depth and provided scattered, unreliable insights. They needed a more sophisticated way to gather authentic member feedback to shape their services.

The credit union implemented the Feefo verified reviews platform to unify its feedback stack. This solution ensured only real members could leave reviews and provided deeper analytics through tailored surveys. The results included a successful annual survey with a 52% completion rate, operational improvements like new financial tools and a redesigned app, and strengthened member trust and staff morale. Feefo enabled the credit union to transform verified insights into meaningful action.

1st Class Credit Union