COASTAL FEDERAL CREDIT UNION Measuring Member Satisfaction to Increase Loyalty WHO THEY AREThe Coastal Federal Credit Union, based in Raleigh, North Carolina, is a not-for-profit, member-owned, financial cooperative, committed to providing members with the financial services they need, when and where they need them. THE HIGHLIGHTS Increased response rates Decreased the time it took to collect statistically significant samples from one month to three days Expanded the sample of the membership surveyed Cut down on issue resolution response time Improved Net Promoter Score Added additional transactional surveys THE CHALLENGE Coastal Federal Credit Union has long believed in the importance of surveying its customers. The credit union relied on customer feedback to resolve issues with dissatisf

Join for free to read