Leading UK Cooperative

A leading UK cooperative empowers 1,000,000 member voices with SmartSurvey.

A leading UK cooperative, known for its strong member-first ethos and extensive community initiatives, uses SmartSurvey to transform how it engages with over one million members annually. By leveraging innovative tools and maintaining a commitment to trust and security, this member-owned organization is redefining participation at scale.

The Challenge

Turning Millions of Members Into Active Participants

As a member-owned organisation, the organisation doesn’t just serve its members; it’s owned by them. To honour this relationship, they work tirelessly to invite members into every corner of decision-making—from designing new products to shaping campaigns that strengthen local communities.

But with scale comes complexity.

• Scaling Participation: Managing over a million member interactions annually across hundreds of initiatives was an overwhelming challenge.
• Building Trust: After facing a data breach with another provider, protecting member information wasn’t just a priority—it was non-negotiable.
• Creating Meaningful Experiences: National Cooperative needed a way to make members feel seen and heard, avoiding generic interactions in favour of personalised engagement.

The stakes were high: without an effective platform, the organisation risked losing the trust and enthusiasm of its members.

The Solution

SmartSurvey as the Heart of Member Engagement

SmartSurvey provided the cooperative with a secure and scalable platform that turned challenges into opportunities:

• Personalised Journeys at Scale: SmartSurvey’s features, like skip logic and custom entry points, helped the cooperative craft tailored experiences. For example, a playful opener like “Red sauce or brown sauce?” seamlessly led into deeper questions about product development.
• Data-Driven Confidence: Integrating SmartSurvey with Salesforce meant data seamlessly flowed from system to system , making it easier to track, analyse, and act on member feedback in real time.
• A Trusted Platform: With industry-leading data protection and UK-based hosting, SmartSurvey gave the organisation the confidence to gather feedback securely while maintaining trust with members.
• Flexibility to Innovate: Beyond surveys, SmartSurvey was used to create engaging quizzes, manage event bookings, and even function as landing pages for community campaigns—delivering more value with fewer tools.

The Results

Engaging Members, Building Trust, and Driving Impact

With SmartSurvey, the cooperative didn’t just overcome its challenges; it redefined what member participation could look like:

• Unprecedented Scale: 95% of over a million member interactions last year were powered by SmartSurvey, making it the cornerstone of National Cooperative’s engagement efforts.
• Stronger Connections: Thoughtful design and personalised experiences, like video quizzes and themed journeys, made members feel valued, increasing participation rates.
• Seamless Automation: Time-consuming manual processes were replaced by automated data integration, giving the team more time to focus on creating meaningful engagement.
• Trust Reinforced: By choosing a secure, compliant platform, the organisation safeguarded member data and strengthened trust across its community.

A Better Way to Build Together

At this leading UK cooperative, every initiative starts with a question: “What do our members want?” With SmartSurvey, the answer is easier—and clearer—than ever. By providing a platform that scales with their ambitions while keeping member trust front and centre, SmartSurvey empowers the organisation to bring millions of voices into the conversation.

As their Head of Member Participation, says:

"SmartSurvey isn’t just a tool—it’s how we make sure our members’ voices shape everything we do. It’s flexible, secure, and helps us build the trust that defines National Cooperative."

Looking to transform how you engage with your audience? Discover how SmartSurvey can help.

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