Real-time feedback boosted app ratings overnight

How a credit union drives member engagement with Alchemer

Discover how a California credit union turned insights into action, growing digital banking users by 20% and cutting call center calls by 10% with Alchemer.

“We’re now better able to solve and communicate defects and issues within our digital platforms in real-time with the use of Alchemer Prompts. Allowing us to be proactive, not reactive.”

— Product Manager at Credit Union

Industry insights to consider

stars in just 3 days on both Google Play and the Apple App Store

0 %

growth in digital banking users

0 %

decrease in call center inquiries related to digital banking issues

Increased member interaction through in-app prompts, driving higher engagement and improved communication

About

A California regional credit union is dedicated to delivering exceptional service and personalized banking solutions. With over 200,000 members, it continually seeks innovative ways to enhance the mobile and online banking experience.

Opportunities for Growth

The dynamic landscape of digital banking and evolving member interactions presented a unique opportunity for this credit union to innovate. To stay ahead, the credit union transitioned from a legacy banking platform to a new, person-centric model for their digital banking channel.

During the digital banking platform migration, the product team identified several opportunities for improvement:

App Store Ratings: The initial app ratings provided valuable insights, highlighting areas for enhancement and setting the stage for significant improvements. [Learn why app rankings matter]
Member Feedback: Members actively engaged with the new app, offering constructive feedback that guided refinements and improved feature accessibility.
Call Center Volume: Increased call center interactions underscored the importance of clear communication and user-friendly design, driving efforts to streamline member support.
Feedback Collection: The transition revealed the need for a more integrated and actionable feedback system, paving the way for innovative solutions.

The credit union sought a solution that would seamlessly integrate with their digital banking platform, enabling efficient feedback collection and communication within the app. They aimed to leverage analytics and reporting to identify continuous improvement opportunities and automate follow-up actions based on member feedback.

Solution

The credit union evaluated several customer experience platforms, but Alchemer stood out for its rapid implementation, seamless integration, and immediate value delivery. Its user-friendly survey design and pre-built integrations allowed them to start gathering actionable feedback within days.

With real-time analytics and reporting tools, the credit union could uncover instant insights and make informed decisions. Alchemer’s automation capabilities further enhanced the process, enabling the team to trigger follow-ups instantly, address pain points efficiently, and boost member satisfaction.

With Alchemer, the credit union successfully launched a data-driven and scalable feedback program that allowed them to proactively identify issues, track sentiment over time, and continuously enhance their digital banking experience.

“Alchemer has transformed the way we listen to our members and act on their feedback. If you’re looking for a platform that provides real-time insights, flexible survey tools, and seamless integration capabilities, Alchemer is a top-tier choice.”

– Digital Banking Product Manager at Credit Union

Use Cases Driving Digital Transformation:

Seamless In-App Feedback Collection: Alchemer enabled the credit union to collect real-time member feedback within their mobile banking app without disrupting the user experience.
Strategic Ratings Dialog: Alchemer’s targeted ratings dialog redirected negative sentiment away from public app stores and toward internal feedback channels, while encouraging satisfied users to leave positive reviews.
Product Roadmap Refinement: Member feedback guided product improvements, such as simplifying the mobile deposit feature from multiple steps to a single screen.
Integration Capabilities: Alchemer integrated with the credit unions digital banking platform and connected to their data stores for enhanced analytics, reducing manual reporting effort and identifying issues faster.
In-App Communication Prompts: Alchemer’s prompting capabilities guided members to new features, alerted them about security concerns, provided workarounds for bugs, displayed maintenance messages, and communicated new functionalities driven by member feedback.

“I’m still like, in shock and awe, in 3 days we went from 1.4 app rating to a 4.7! We’ve definitely seen more engagement with our app and positive sentiment.”

– Digital Banking Product Manager at Credit Union

Key Outcomes

Alchemer helped the credit union achieve impressive results:

Dramatic Improvement in App Ratings: Within three days of Alchemer’s implementation, app store ratings increased from approximately 1.4 stars to 4.6 stars on both Google Play and Apple App Store.
Increased Digital Banking Adoption: The number of enrolled digital banking users grew 20%
Reduced Call Center Volume: The credit union experienced approximately a 10% reduction in call center inquiries related to digital banking issues.
Improved Member Communication & Engagement: In-app prompts became an effective communication channel, guiding members through the new interface, announcing feature enhancements, and providing timely security alerts, ultimately driving higher engagement.
Marketing Confidence: Improved app ratings and member sentiment boosted their marketing team’s confidence in promoting their digital banking platform.

Conclusion

With Alchemer’s support, the credit union navigated a platform migration and delivered a better member experience by creating a more responsive, engaging environment. Their success exemplifies how a customer-centric approach drives operational efficiency while deepening relationships with members.

In this article