May 31, 2018 – Rockbridge Associates, Inc. is pleased to announce it is a 2018 recipient of Confirmit’s ACE awards for Innovation. The award, which recognizes excellence in CX/VOC programs, is based on our work with EECU, a leading credit union in Fort Worth, Texas. The award recognizes the innovative nature of a major initiative, mandated by the EECU’s leadership, to continually monitor the member experience and visibly share real-time performance at all levels.
Gina Woodall, President of Rockbridge, noted “The work commissioned by EECU represents the cutting edge in the financial services sector, and puts them out front in leveraging advanced survey and reporting technology to satisfy member needs and drive a customer-focused culture.”
The EECU program reaches five major touchpoints, including branch, lending, online and telephone channels, with surveys being sent to branch customers on a daily basis. Customers complete a 10 minute survey covering NPS and Rockbridge’s proprietary MaxServ™ questions that identify gaps in meeting customer need. Results for all channels are uploaded to a dashboard the shows performance in real-time, with controlled access by different departments and management levels. Every touchpoint has its own dashboard, while a single company-wide dashboard exists that all employees can access. The results are used for setting goals, evaluating performance, and implementing actions to improve performance. Rockbridge also conducted strategic studies for EECU, including a survey using its MaxShare™ methodology to identify drivers of share of wallet.