Case Study: HealthShare Credit Union achieves 30% survey response rates and 9.45 satisfaction with Sogolytics

Measuring member satisfaction to increase retention

HealthShare Credit Union faced a challenge after launching a new mobile banking app, as their existing SurveyMonkey surveys generated extremely low response rates. This left them with unusable data and no visibility into member experience, preventing them from understanding app adoption or member satisfaction. They partnered with the experience management platform Sogolytics to solve this problem.

By implementing Sogolytics' AI-powered platform, HealthShare utilized features like Net Promoter Score and Question Display Logic to create personalized surveys. This solution delivered a remarkable 30% response rate and an overall member satisfaction score of 9.45 out of 10. The actionable insights enabled HealthShare to run targeted educational campaigns, enhance employee training, and ultimately improve member retention.

HealthShare Credit Union

Genice Decorte

Chief Executive Officer