Case Study: HealthShare Credit Union achieves 30%+ survey response and 9.45/10 member satisfaction with SoGoSurvey

Measuring Customer Satisfaction to Build Retention

HealthShare Credit Union, a not-for-profit financial cooperative serving about 4,500 members, needed to understand member experience and mobile app adoption after a SurveyMonkey effort produced extremely low participation. Frustrated and still needing actionable member feedback, HealthShare engaged SoGoSurvey to design a more effective research approach.

SoGoSurvey built a customized three-month survey using Net Promoter Score and Question Display Logic, distributed via the SoGoSurvey email platform; within the first month they achieved a response rate over 30% and an overall satisfaction score of 9.45/10 (versus the industry average of 7.93). The insights uncovered low mobile app usage and security concerns, prompting HealthShare Credit Union to implement staff training, short tutorial videos, and wallet-size instruction cards—improving member education, communication, and long-term retention.

HealthShare Credit Union

Genice DeCorte

Chief Executive Officer