Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Member Onboarding Experience Feedback
Whether a new member becomes primary is decided in the first few weeks. A new member arrives with an intention, usually to move more over once the first thing works. If the first few weeks are confusing that intention quietly expires and the account settles into dormancy. This conversation catches the friction while it is still fixable.
Primary relationship rate lifted
Early dormancy prevented
Setup friction fixed fast
Used 2,011+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What they expected before joining and why they chose youHow opening and funding wentWhether digital access was set upThe first real transactionWhat was harder than it should have beenWhether anything is still unresolvedWhether they still intend to move more across
Questions it always asks
The core fields every response captures.
Always ask what they expected before joining
Ask whether anything was harder than it should have been
How it adapts
Follow-ups that change based on what people say.
If something is still unresolved, ask what they have tried and route it immediately
If they have not set up digital access, ask what stopped them
Where it routes people
Different paths for different answers.
Send unresolved onboarding friction to member services the same day
Escalate repeated friction at one milestone to operations
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #member-experience in Slack when one onboarding step repeatedly fails
Update the member record in Salesforce with onboarding friction
Create a HubSpot task for members with unresolved setup issues
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation asks what they expected before joining and why they chose the credit union, then walks the first few weeks: opening, funding, setting up digital access, and the first real transaction. It asks what was harder than it should have been and whether anything is still unresolved, then checks whether they still intend to move more of their banking over.
Getting started
- 1
Trigger two to four weeks after joining, while the experience is recent
- 2
List the onboarding milestones you expect a new member to reach
- 3
Capture their original intention so drop-off against it is visible
- 4
Route unresolved friction to member services before the account goes quiet
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Onboarding
- Replaces
- Survey tools
- Integrations
- Salesforce, Hubspot, Slack
- Times Used
- 2,011+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Welcome surveys are usually sent too early, before the member has attempted anything real, so they measure goodwill rather than experience.
- A satisfaction score at ninety days arrives after the member has already settled into either a primary or a dormant pattern, which means it reports an outcome rather than preventing one.
- Static forms do not surface unresolved problems, so a member stuck halfway through digital setup receives a survey rather than help.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation runs at two to four weeks, which is late enough that the member has tried to do something real and early enough that intent has not yet expired.
- It walks the actual milestones, opening, funding, digital access and first transaction, so friction is located at a specific step rather than described in general.
- Asking whether anything is still unresolved converts the research into a service recovery trigger, since a member stuck on setup can be helped the same day.
What is member onboarding research?
It is feedback from newly joined members in their first weeks, organized around the milestones they need to reach for the relationship to become primary. It is distinct from a welcome survey, which typically measures how they felt about joining, by focusing on whether the practical setup actually worked.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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