Chartway Credit Union: Elevating Member Satisfaction with 1.7k New Reviews and Counting

Initially, Chartway relied on manual and passive review collection methods, such as QR codes, which resulted in low engagement and inconsistent feedback management. Tracking and responding to reviews across multiple locations was time-consuming and inefficient, making it difficult to maintain a strong online reputation. 

While they had previously used Podium for review management, they found its capabilities limiting as their needs grew. Upon reassessing their strategy, Chartway recognized that Birdeye’s comprehensive reputation management and automation tools would provide the efficiency, insights, and scalability required to support their growth.

Birdeye provided Chartway with an all-in-one platform to seamlessly manage their online reputation. By leveraging Birdeye’s automation and competitor benchmarking tools, Chartway has been able to:

• Automate review requests via text, reaching members three times daily
• Monitor and respond to reviews efficiently through a centralized platform
• Track competitor ratings and review volumes for strategic decision-making
• Provide monthly leadership reports to assess reputation trends

Since implementing Birdeye, Chartway has achieved significant improvements in their review volume, engagement, and overall reputation:

• Google Rating: 4.7 stars, reflecting exceptional member experiences
• Total Google Reviews: 2k+, a 1.3k increase since partnering with Birdeye
• New Reviews Overall: 1.7k since partnering with Birdeye
• Google Profile Impressions: 4.6 million, averaging 1.5 million per year
• Website Visits from Google Listings: Over 1k per month

With Birdeye’s competitor analysis tools, Chartway ensures they remain ahead in key markets by tracking Google ratings and reputation benchmarks. Leadership teams receive monthly reports, providing valuable insights into brand perception and market positioning.

Chartway’s dedicated member experience team actively monitors reviews, ensuring rapid responses to customer feedback. With an average response time of less than 24 hours, they can quickly address concerns and recognize positive experiences.

With real-time monitoring, Chartway also efficiently resolves negative feedback while celebrating employees who receive positive recognition. Birdeye’s automation has streamlined the entire reputation management process, eliminating the need for manual tracking and allowing the team to focus on broader brand awareness efforts. 

As a result, Chartway has seen a significant increase in review volume, improved ratings, and faster issue resolution, reinforcing their strong reputation and commitment to exceptional member experiences.

As Chartway continues to expand, Birdeye remains a crucial partner in scaling their reputation management strategy. The credit union has recently opened two new branches, seamlessly integrating them into Birdeye’s system to maintain a consistent and efficient feedback process. By leveraging customer sentiment analysis, Chartway gains valuable insights that help refine service offerings and enhance the member experience.

With a focus on data-driven decision-making, Chartway monitors performance at each location to identify operational strengths and areas for improvement. Competitive benchmarking further ensures they maintain their leadership position in key markets. 

While many credit unions face downsizing, Chartway’s strategic use of Birdeye’s analytics and automation supports continued growth, reinforcing their competitive advantage and long-term success.

Chartway continues leveraging Birdeye to optimize performance, enhance engagement, and drive business growth. With a fully integrated system for review management, competitor analysis, and automated feedback collection, the credit union is well-positioned for continued success.

Ready to take your business to the next level? Contact us today at 1-800-561-3357 ext. 1, or email sales@birdeye.com  to discover how Birdeye can help you drive success!