Listening to Members, Leading with Insight

Ballymena Causeway Credit Union (BCCU) has always placed its members at the heart of everything it does. As part of their mission to continuously improve service delivery and strengthen member relationships, BCCU recently launched a new Customer Survey campaign using the Which50 platform. The campaign has proven to be a game-changer, streamlining the feedback process, delivering valuable insights, and helping BCCU demonstrate that they are truly listening to their members.

Business Challenge

BCCU identified several key areas where they wanted to improve their approach to member feedback. Their existing survey tool was manual, limited in design and reporting, and made it difficult to take timely action on responses. The team needed a solution that could:

• Capture real-time feedback at important points in the member journey
• Uncover pain points and opportunities through more modern, flexible survey design
• Automate the process and save time for staff
• Provide actionable insights to drive better service
• Show members that their voices directly inform decisions

The Solution

Using the Which50 platform, BCCU rolled out a modern, automated Customer Survey campaign that was embedded into key touchpoints such as post-loan application, new member onboarding, and support interactions.

The platform allowed BCCU to:

• Send mobile-optimised, branded surveys quickly and easily
• Collect both quantitative and qualitative feedback
• Analyse results in real-time using dynamic dashboards
• Segment responses and use them to trigger follow-up journeys based on sentiment
• Reduce manual work and improve internal efficiency

The Results

The campaign delivered immediate value, both for members and for the credit union’s internal operations:

• Enhanced member experience, with changes implemented based on feedback
• Faster and more informed decision-making through real-time insights
• Proactive service adjustments to address potential issues before they escalated
• Stronger member engagement and trust – members appreciated being heard
• Significant time savings and improved reporting

Key Takeaways

• Modernised the member feedback process with automated, mobile-first surveys
• Captured insights that directly shaped service improvements and future journeys
• Built stronger member relationships by demonstrating transparency and responsiveness
• Improved efficiency, saving time and boosting internal confidence in the process

Let’s Talk

Want to get more from your team’s member feedback efforts? Discover how Which50 can help your credit union convert awareness into activity, and improve membership growth.