New Membership and social media

Just like our Membership contact centre, our social media community management team have been busier than usual with the launch of our new membership. We’ve been helping thousands of members and customers understand more about it since it launched on 21st September.

Our team are based in Manchester at 1 Angel Square and between us work 365 days a year (yes, Christmas day too) and have around 20,000 social conversations with members, customers, and colleagues each month. We’re not alone though, colleagues in our Food and Insurance customer service teams help us out too.

A picture of the social media team

Membership launch day saw our usual social inbox traffic increase by 80%, with members sharing which local cause they’d selected to receive their 1% with us. They were also asking us questions about how it all works.

The main topics of conversation we’ve been having with members, and the answers to their questions, are:

  • How do I nominate an alternate Co-op cause, to receive my 1%?

Our colleagues chose their community’s 3 Co-op causes for launch, but we’ll be asking members for their nominations on our next round of causes, very soon.

  • Where is my card and does my old card work in the interim?

All cards are being posted to members currently and will be with members by mid-October. Old cards work in the interim meaning the 5% and 1% is being earned already.

  • Does the 5% replace the dividend?

The 5% doesn’t replace the ‘divi’, membership points will still be accrued in the usual way on the total spend (not just Co-op branded products and services) and a ‘divi’ will be paid out again once our rebuild projects conclude in a couple of years.

  • How does the 5% and 1% work in independent co-operative society businesses?

The 5% and 1% can’t be earned on transactions with independent co-operative society businesses, but membership points still accrue. If that independent co-operative society makes an annual profit and pays a divi, it’ll be paid to members by us, on the independent society’s behalf.

I’ve been really excited by the level of intrigue among our members on social, members who perhaps hadn’t considered the Co-op as a different way of doing business before.

Members, like our colleagues, recognise something different is happening at the Co-op, and we’re just getting started.

Jordan McDowell
Senior Social Media Community Manager

Testing Co-op Membership, an update

I recently joined the CoopDigital team as Head of Engineering for Membership. I’ve been working alongside the team for the last 10 months for PwC, so it’s been great to see the team develop and deliver the new Membership product and start testing Co-op Membership with our 68,000 colleagues.

Picture of Georgina Callaghan - Head of Engineering
George Callaghan

We’re learning lots, the team will share more over the next few weeks, but here’s some initial findings:

  • 69% of all colleague membership transactions were made with the new membership card
  • over half of our colleagues have used their new card
  • 50% of new membership online account access has been via mobile, 31% via desktop and 18% via tablet
  • over 2000 charities have completed an application form to be in receipt of the 1% for your community, and are now being reviewed

So what next?

Answering this question has been shaping my first few weeks within Co-op. The team has been working through the roadmap with the product owners, incorporating feedback from our colleagues, workshopping solutions for the market launch priority items, reorganising ourselves to enable agile delivery across the entire technology stack and also doing a bit of coding on the side.  

I’ve also been working with the digital engineering leadership team to plan our recruitment for the rest of the year. This means we’re hiring, if you are interested in joining this exciting team have a look at our vacancies.

Georgina (George) Callaghan.