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How Customer Surveys helped Credit Union retain $2.27 million, 6,300 accounts

Voice-of-the-Customer comes to the forefront as Amplify Credit Union battles impact of poor economy

Many companies are reverting to customer surveys to overcome the slow economy. The real test came for Amplify in 2009 when it needed to identify ways to improve customer loyalty in the heat of the economic meltdown. Like Amplify, many companies use the Net Promoter Score to measure customer satisfaction. The challenge is removing the guess-work from improving customer retention and increasing share of wallet. This report outlines the steps Amplify took and how it used Allegiance’s Engage Platform to learn how to keep customers doing business with Amplify, resulting in retaining 6,300 accounts (a 15% increase in retention) and $2,268,000 in revenues.

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