Challenge: DigitalMailer Inc., a provider of digital communications services to credit unions, was looking for a cost-effective way to further develop its services for its large number of clients. Among DigitalMailer’s services are online account statements and related services; e-mail marketing; and receipt, analysis and reports of company data.
Greg Crandell, VP of DigitalMailer, wanted to add an online survey solution, one that was "very robust, that worked well on the Web but was easy to employ."
Solution: After extensive research of online survey providers, DigitalMailer picked WebSurveyor Corp., an online survey software and services company, WebSurveyor offers a self-contained service and strong tech support, and allows for unlimited responses, which was a feature DigitalMailer appreciated.
"We liked the idea that we do not have to pay for a certain number of responses," Crandell said.
DigitalMailer used the online surveys for credit unions that had already installed its eStatements offering.
"The idea was to collect feedback from credit union members who were using eStatements and to raise the awareness of those who weren’t," Crandell said. "While customers were filling out the questionnaire, they were directed to an information page where they could enroll in the program."
Results: Client credit unions now see two to three times as many responses to their surveys at about one-fifth the cost, Crandell said. And, as was the goal, customers are much more likely to start using eStatements after receiving the surveys.
In one case, a California credit union contemplating DigitalMailer’s services used the WebSurveyor online survey solution. The credit union received 800 responses to its survey, showing that half of its members were not using eStatements.
"The survey raised their awareness," said Crandell, "resulting in about 20% of those not using the service enrolling."
Crandell said his clients have been so pleased with the WebSurveyor services that they are looking for DigitalMailer to provide more surveys, including some 24/7 types that automatically send transaction-triggered invitations to customers.
"We are now starting to survey members on their satisfaction with home and auto loans, the lending process or their most recent branch visits and call center contacts," Crandell said.