Space Coast Credit Union Targets a 14% Increase in OSAT
SCCU reduced manual analysis by 90%, and used root cause analysis and Emotion-AI decision-ready insights to create a scalable solution for member pain points.
Space Coast Credit Union (SCCU) is one of the largest credit unions in Florida with 654,000 customers and 65 branch locations.
Challenge
Space Coast Credit Union (SCCU) had no way of gaining actionable insights from member feedback due to the high volumes of open text.
The scale of the data was unmanageable, and using manual analysis to produce outcomes was proving impossible.
Furthermore, new regulations from the Consumer Financial Protection Bureau demanded precise customer feedback management.
Solution
With Adoreboard, SCCU moved to a customer-centric approach by identifying emotional drivers through an impactful root cause analysis. They were able to:
- Eliminate manual analysis with automatic themes and sub-topics.
- Move from sentiment analysis to quantifying emotional intensity and identifying serious complaints quickly.
- Move from word clouds summarisation of keywords to predictive insight.
Using Adoreboard’s automatic theme generation, there was a 90% reduction in manual analysis associated with reporting to senior management. SCCU were able to create a scalable solution to the member’s pain points identified in feedback and, and found a potential 14% increase in overall customer satisfaction based on the actionable outcomes from the Adoreboard platform.
Why partner with Adoreboard?
Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.
The numbers speak for themselves ↓
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