ALL IN CREDIT UNION + SOGOLYTICS

Collecting & Acting on Member
Feedback Increases NPS By 20 Points
Credit Union leverages SogoCX to deliver value and power growth
Key
Highlights
20%
Increase in Net Promoter Score
20
New loan leads
55%
Closing rate on new leads
80%
New average NPS
Overview
All In Credit Union is committed to enriching the lives of 
its members and communities. Yet, with lower customer satisfaction scores than they liked, the credit union’s team wanted to learn more to improve member experience.
Region
US
Industry
Credit Unions
Use Case
Member Experience Engagement
Laurie Flanders
We deeply desired a relationship with a vendor that shared our next-level thought process and actively made improvements and recommendations.
Laurie Flanders Sales and Accountability Leader
Get result like All In Credit Union did
The Challenge
70%
World-Class Net Promoter Score with existing feedback management software 
Experience needed work
All In’s Customer Satisfaction Scores and Net Promoter Scores (NPS) indicated the credit union could do more 
to provide positive member experiences, said Sales and Accountability Leader Laurie Flanders.
Struggle to sift through data
Flanders’ team needed to improve its survey functionality and increase its analytical power to better understand customer inputs and avoid inefficient hours spent sifting through data manually.
Looking for a vendor partner
“We deeply desired a relationship with a vendor that shared our next-level thought process and actively made improvements and recommendations to help us be better,” Flanders says.
The Solution
24/7
Customer Support Provided
Identifying opportunities across touchpoints
With the SogoCX platform changing everything about how All In collects and acts on the feedback, the credit union can now hear the voice of members, discover what they need at every touchpoint, and identify where additional coaching and training could help exceed expectations.
Visibility leads to action
“Thanks to the powerful analytics of SogoCX, we have saved hours of work sifting through data and created visibility to actionable nuggets, so we can easily act on the feedback and make a difference for our members,” Flanders says.
Second-to-none support
Sogo’s intuitive software and support provided All In make an “almost frictionless transition” from their old vendor. Plus, Flanders says, “the Sogo team took my ideas and made them better. As if this wasn’t enough, the support I have received along the way is second to none.”
The Result
33%
Increase in average 
Net Promoter Score after applying insights from Sogolytics
“Sometimes it’s the little things that make a difference, but we wouldn’t have known about it before Sogo,” Flanders says. One of those little things? Coffee in every branch. That and measuring and monitoring member feedback with more ease and efficiency has allowed All In to identify new branch location opportunities and set Rules & Alerts on its member surveys to identify chances to bring in more revenue.
Why Sogolytics?
With SogoCX the All In credit union improved efficiency, boosted member satisfaction, and identified new business.
Enabling data-driven action
With the intuitive Sogo platform, Flanders and her team can immediately identify opportunities to better serve members, grow business, and benefit community.
Improving member experience
With Keurig coffee machines installed in every branch, member loyalty rebounded. The previous average NPS of 60 now hovers around 80.
Generating new business
In the first two months of enacting its strategy directing relevant survey responses to appropriate team members, 
All In generated over 20 new loan leads (and closed 55%).
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Want to Achieve Results Like These?
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