Elevating Member Experience Through Real Insights
Every interaction our members have with us tells a part of their story. At CommonWealth, we’re committed to being a part of their story in every stage of their financial journey. To do that well, we need a deep understanding of what members experience—what works, what doesn’t, and where small moments make a big difference.
While post-interaction surveys have helped us gauge whether we meet member needs, they don’t always capture the full picture. Subtle behaviors and service moments that shape trust often go unseen. That’s why exploring new ways to listen is so important.
To strengthen our insights, we’re launching the V.O.I.C.E Program (Value of Interactions & Compassionate Experience) in partnership with MemberXP. Unlike traditional mystery shopping, this program invites real members to share richer, behavior-focused feedback on their everyday interactions with us.
By adding this new lens to our existing feedback tools, we’ll gain a more complete understanding of how well we are supporting members and where we can evolve.
How It Works
- MemberXP recruits shoppers directly from our membership
- These members go about their usual business: depositing checks, asking questions, opening new accounts, calling for assistance
- They follow a short tutorial to ensure evaluations are fair, consistent, and focused on what matters most
- Each member shops only once per month to ensure diverse perspectives
This simple process provides meaningful insights that help us celebrate what we’re doing well and identify opportunities to strengthen support across every touchpoint.
Why It Matters
Member Shopper evaluations reveal how our everyday interactions either support members or unintentionally create obstacles. When members feel understood, respected, and confident in the guidance we provide, we build trust—and that trust empowers better financial outcomes.
Programs like V.O.I.C.E give us a clearer view of how well we’re delivering on that promise.
Thank you for continuing to deliver the exceptional service that makes CommonWealth such a trusted partner on our members’ financial journeys.
