Case Study: NYACP doubles member satisfaction with PropFuel

The Single Question Quiz Campaign That Doubled Nyacp's Member Satisfaction

NYACP, the New York Chapter of the American College of Physicians, wanted to improve member engagement after launching a PropFuel Net Promoter Score campaign in fall 2019 revealed a low initial satisfaction score of 25. As a membership organization focused on education, advocacy, and quality improvement for internal medicine physicians, NYACP needed a better way to connect with members online.

Using PropFuel’s conversational engagement platform, NYACP launched weekly board review quiz campaigns that asked clinical questions, captured member responses, and instantly delivered “solved” or “unsolved” feedback, with fuller explanations later in the newsletter. The program drove strong results: 4,867 unique responses from 13,565 members, 20% of participants answered more than one question, newsletter open rates rose from 28% to 34%, click-throughs doubled, and NYACP’s NPS improved from 25 to 51 by late 2020.

NYACP

Amanda Allen

Manager, Communications and District Relations