Member Satisfaction Survey Plan (2023)
To better understand and improve the member experience at Hudson River Community Credit Union (HRCCU), I created a comprehensive member satisfaction survey plan aimed at capturing key feedback and assessing overall member satisfaction.
The plan consisted of four targeted surveys: a new member survey, branch experience survey, call center experience survey, and member exit survey.
I led the strategy, design, and implementation of the plan, ensuring that each survey provided actionable insights to inform service improvements and strengthen member relationships. This initiative established a foundational feedback loop for HRCCU, supporting a more data-driven approach to member engagement.
Member Experience Survey (2023)
Created a member experience survey and live analytics dashboard to measure and track member experience across HRCCU’s branch locations. The survey is automatically distributed via email following in-branch transactions and provides real-time insights through an interactive dashboard. Within the first three months, the survey received over 1,000 responses, growing to more than 4,000 responses in its first year. The survey delivering valuable feedback to help improve service across branches.
View Survey
View Survey Analytics
View Survey
View Survey Analytics
Google Review Campaign (2024)
Developed and launched a Google Review campaign to increase positive member feedback on HRCCU’s Google Business profiles. The multi-channel effort included QR code cards distributed in drive-thru lanes, “Tap to Review” signage at teller stations, and targeted email outreach integrated into both the new member onboarding and post-transaction survey journeys. The campaign generated over 100 new Google reviews across HRCCU’s four branches in the first month alone and has continued to drive a consistent stream of member engagement and online visibility.
