Case Study: Coastal Federal Credit Union achieves faster member insights and increased loyalty with Inquisium

Coastal Federal Credit Union Measuring Member Satisfaction to Increase Loyalty

Coastal Federal Credit Union, a member-owned, not-for-profit financial cooperative in Raleigh, NC, relied on customer surveys to resolve issues and guide policy but was hampered by an in-house, IT-intensive solution. Because surveys were limited to a banner in the online banking portal, response rates were low and it took about a month to reach a statistically significant sample, delaying issue resolution and limiting insight into member preferences.

By switching to Inquisium, Coastal expanded outreach via email, reduced IT involvement, and cut the time to collect statistically significant responses from one month to about three days. Faster reporting and email alerts enabled a new member loyalty role to respond to detractors within two days, driving improvements in customer service, an increased Net Promoter Score, policy changes (overdraft fees and hours), and broader transactional surveying to sustain member loyalty.

Coastal Federal Credit Union

Leo McEliece

Product Marketing Manager