Improving Member Satisfaction and Engagement for a National Membership Organization

Client: A renowned North American membership organization providing a diverse range of travel, lifestyle, and insurance services to millions of dedicated members.

Highlights

• 30% increase in member trust and satisfaction from transparent consent experiences, as reflected in post-interaction surveys.
• 95% increase in audit compliance rate, up from an average of 70%.
• 20% lift in targeted campaign engagement from better data and personalization.

Overview

A major North American membership organization, serving millions of members with travel, lifestyle, and insurance services, recognized an urgent need to modernize how it managed user data. With a growing focus on privacy, this organization faced increasing complexity in managing consent across its diverse business lines.

Member trust and satisfaction were being impacted by outdated systems, audit compliance was falling short of expectations, and support teams were overwhelmed by frequent inquiries related to data usage and consent. The organization needed a scalable, efficient solution to rebuild trust, improve internal operations, and ensure compliance with evolving data privacy regulations.

To meet these goals, the organization implemented Transcend Consent Management—unlocking measurable gains in compliance, trust, and operational efficiency.

The challenge

Operating across multiple verticals, including automotive, travel, and insurance, this organization needed to:

• Build deeper member trust by offering clear, accessible privacy controls
• Maintain regulatory compliance with complex data protection regulations across its varied service lines
• Streamline internal data handling processes, and
• Improve the accuracy of member preference data to deliver more relevant offers and communications

Before implementing Transcend, the organization struggled to consistently achieve desired audit compliance levels and member-facing teams were often bogged down with support requests regarding data consent for its diverse services.

Transcend’s impact: Measurable improvements across key business areas

To achieve its strategic objectives and proactively strengthen its data governance framework, the organization turned to Transcend. The goal: establish a transparent, member-centric, and operationally efficient system for managing data permissions across all its offerings.

Since adopting Transcend, the organization has seen measurable improvements across multiple areas of the business:

• Significantly boosted member trust and satisfaction: A clear, transparent approach to consent options resonated strongly with members, leading to a substantial increase in overall trust. This was directly quantified by a 30% improvement in member satisfaction scores, as captured in post-interaction surveys.
• Achieved higher, more consistent compliance rates: Transcend’s platform proved instrumental in elevating the organization’s adherence to data protection regulations. Audit compliance rates demonstrably increased to 95%, up from an average of approximately 70%—ensuring a more robust and reliable compliance posture across their automotive, travel, and insurance data.
• Streamlined internal processes and reduced member support load: The member support teams experienced a 40% reduction in inquiries around data usage and consent preferences—allowing support staff to dedicate more time to addressing complex service needs and enhancing the overall member experience.
• Enhanced data accuracy and personalized offering effectiveness: The accuracy of documented member preferences also improved significantly, rising from 75% to 90%. This greater data fidelity enabled the organization to deliver more personalized and relevant travel offers, insurance information, and membership benefits, directly contributing to a 20% increase in engagement for their targeted communications and campaigns.
• Improved reporting for strategic member engagement: The advanced analytics and reporting capabilities within Transcend’s solutions provided deeper insights into consent trends and member preference data—empowering the organization to make better informed, data-driven decisions about member engagement strategies.

Strengthening compliance while cultivating consumer trust

Implementing Transcend’s Consent Management delivered substantial, measurable benefits for this leading membership organization. Beyond reinforcing compliance across its diverse service lines, Transcend’s next-generation solutions helped the organization build deeper trust with millions of members, streamline key internal processes, and unlock the full value of accurate, real-time preference data.

By investing in a next-generation consent solution, the organization not only met its regulatory obligations—it also created a more personalized, efficient, and trusted experience for its members that resulted in positive strategic outcomes throughout the business.