3Rivers CU Implements Allegiances VOC Member Survey Solution
FORT WAYNE, Ind. – 3Rivers CU has deployed the Allegiance Engage VOC (Voice of Customer) platform to improve member experience.
The $550 million credit union said it chose the Allegiance VOC platform to increase engagement by giving members immediate responses to feedback and taking action to show their voices are heard.
In addition to responding to unsolicited feedback, 3Rivers uses Allegiance to create surveys that follow up each VOC interaction and assess the member’s satisfaction level. The survey includes a Net Promoter Score question to determine the impact of the interaction on the member’s overall impression of the credit union and ascertain member loyalty.
3Rivers also uses Allegiance Engage to measure member engagement levels as well as the key drivers of engagement for both existing and new members.