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 Experience Survey
I created a member experience survey and live reporting 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 5,000 responses in the first year.
View Branch Survey
View Branch Survey Dashboard
View Branch Survey
View Branch Survey Dashboard
Google Review Campaign
I developed a Google Review campaign to encourage members to leave reviews on HRCCU's branch Google Business profiles. The campaign included QR code cards distributed in branch drive-thru lanes and tap Google review standup signs displayed at teller stations. As a result, the campaign generated over 100 new reviews for the credit union's five branches within one month.
