How Trax Credit Union increases survey response rates by 415% while cutting costs and staff time

Overview

Trax Credit Union, headquartered in Tampa, Florida, is a not-for-profit cooperative with over $480 million in assets, nine branches, and more than 44,000 members across Hillsborough, Polk, and Pasco Counties. To strengthen its member-first mission, Trax sought to improve how it gathered feedback from new members while cutting costs and saving staff time.

Challenge

For years, Trax relied on reply-by-mail paper surveys to collect member feedback. The process was time-consuming, expensive, and yielded low response rates. Staff spent 12 hours each month aggregating and uploading survey responses, while the credit union incurred thousands of dollars annually in mailing costs. Trax needed a faster, more efficient way to capture valuable member insights.

Member feedback is pure gold, and it fuels our innovation efforts!”

Jessica Stevenson, Senior VP Marketing

Solution

Trax leveraged the Digital Onboarding engagement platform to replace paper surveys with automated digital surveys. Campaign tactics included:

• Automated email and SMS messages sent shortly after account opening
  
• Links directing members to personalized microsites with an embedded Survey Widget
• A follow-up email sent to members who did not complete the survey.
  

Results

By modernizing their approach, Trax unlocked several significant gains:

• 415% increase in survey response rates compared to the prior four years of paper surveys
  
• 12 staff hours saved per month by eliminating manual aggregation of responses
  
• $4,000+ annual savings from reduced mailing costs
  
• A faster feedback loop that allowed Trax to act on member input more effectively
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Impact

By digitizing its survey process, Trax Credit Union gained a more accurate and timely understanding of member needs while saving time and money. The initiative provided staff with more capacity for high-value activities and gave leadership the insights needed to drive service improvements.

Member feedback is pure gold, and it fuels our innovation efforts!”

Jessica Stevenson, Senior VP Marketing

Conclusion

Trax Credit Union proved that digitizing member feedback collection delivers measurable efficiency and engagement gains. With the Digital Onboarding platform, the credit union not only reduced costs and workload but also gained access to richer, more frequent feedback to fuel its innovation efforts.