Member Satisfaction Survey Plan
I created a member satisfaction survey plan to assess member satisfaction and gain valuable insights into the overall health of our member experience. The plan included four surveys: a new member survey, branch experience survey, call center experience survey, and member exit survey.
Member Satisfaction Survey
I created a member satisfaction survey and live analytics dashboard to better gauge member satisfaction across HRCCU's five branches. The survey is automatically distributed via email after a branch transaction and received over 1,000 responses within the first three months and 4,000 responses in the first year.
View Survey
View Survey Analytics
View Survey
View Survey Analytics
Google Review Campaign
I developed a Google Review campaign to encourage members to leave positive reviews on HRCCU's Google Business profiles. The campaign featured QR code cards distributed in branch drive-thru lanes, "Tap to Review" Google signage displayed at teller stations, and targeted emails encouraging members to leave Google reviews—integrated into both our new member onboarding and survey email journeys. As a result, the campaign generated over 100 new Google reviews across the credit union’s four branches within the first month and has continued to drive a steady flow of reviews since.
