Coastal was ready to decrease the involvement of its IT department and get feedback from its wider membership base. By using Inquisium, the team was able to send emails to a more diverse sample of members—not just those who used online banking—and reach a statistically significant sample of responses in just a few days.
Since collecting and analyzing the data became a much quicker and efficient process, Coastal created a new position devoted to managing member loyalty. A process was put in place to respond to all members who rated their experience as a 0-6 on the Net Promoter Scale. By setting up email alerts, the member loyalty advocate was able to address customer issues in less than two days.
Inquisium’s quick and straightforward reporting also made it easier for the marketing team at Coastal to pull the raw data make presentations for their senior management team with member recommendations. As a result, unpopular policies regarding overdraft fees and operating hours were changed much to the delight of members.
Ultimately, Inquisium helped Coastal achieve more statistically sound member data. It resulted in improved customer service, an increased net promoter score, and a clear path to member loyalty for years to come.