Case Study: America First Credit Union achieves 50% lower survey costs and improved member satisfaction with Qualtrics Research Suite

America First Credit Union - Customer Case Study

America First Credit Union, founded in 1939 and based in Ogden, UT, is one of the largest U.S. credit unions with $5.5 billion in assets, 103 branches and about 600,000 members. To differentiate in a competitive financial market it needed a reliable, always-available survey platform with flexible reporting and a way to consolidate member comments from multiple channels into a single source of truth.

By implementing the Qualtrics Research Suite, America First centralized transactional, website, branch and employee feedback to drive process and service improvements, measure branch performance, and recognize staff through internal awards. The platform delivered real-time visibility into urgent issues, enabled topline service goals, cut survey and overhead costs by 50%, improved member and employee satisfaction, and helped prioritize changes across the organization.

America First Credit Union

Tammy Gallegos

VP of Marketing, Communication and Service Quality