--- title: Member Experience & Growth Strategy for United Refuah HealthShare | Case Study | Mispar description: Member Experience & Growth Strategy for United Refuah HealthShare case study by Mispar. image: https://mispar.co/hubfs/cs0001-banner.jpg --- [Who We Are](https://mispar.co/whoweare#) [Mission](https://mispar.co/whoweare#mission) [Story](https://mispar.co/whoweare#story) [Team](https://mispar.co/whoweare#team) [What We Do](https://mispar.co/whatwedo#) [For Nonprofits](https://mispar.co/whatwedo#nonprofits) [For Businessowners](https://mispar.co/whatwedo#businessowners) [For Investors & Serial Entrepreneurs](https://mispar.co/whatwedo#investors) [For Activists, Community Leaders & Policy Makers](https://mispar.co/whatwedo#activists) [What We Found](https://mispar.co/whatwefound?hsLang=en) [Articles](https://mispar.co/insights?hsLang=en) [Frum Salary Report](https://mispar.co/frum-salary-report?hsLang=en) [Surveys](https://mispar.co/surveys?hsLang=en) [Panel](https://mispar.co/panel-page?hsLang=en) [Panel Request Proposal](https://mispar.co/panel-request-proposal?hsLang=en)[Contact Us](https://mispar.co/contact-us?hsLang=en) [Who We Are](https://mispar.co/whoweare#) [Mission](https://mispar.co/whoweare#mission) [Story](https://mispar.co/whoweare#story) [Team](https://mispar.co/whoweare#team) [What We Do](https://mispar.co/whatwedo#) [For Nonprofits](https://mispar.co/whatwedo#nonprofits) [For Businessowners](https://mispar.co/whatwedo#businessowners) [For Investors & Serial Entrepreneurs](https://mispar.co/whatwedo#investors) [For Activists, Community Leaders & Policy Makers](https://mispar.co/whatwedo#activists) [What We Found](https://mispar.co/whatwefound?hsLang=en) [Articles](https://mispar.co/insights?hsLang=en) [Frum Salary Report](https://mispar.co/frum-salary-report?hsLang=en) [Surveys](https://mispar.co/surveys?hsLang=en) [Panel](https://mispar.co/panel-page?hsLang=en) [Panel Request Proposal](https://mispar.co/panel-request-proposal?hsLang=en) [Contact Us](https://mispar.co/contact-us?hsLang=en) Case Study Presented by # Member Experience & Growth Strategy for United Refuah HealthShare ![CS0001 - Customer & Employee Satisfaction - United Refuah](https://mispar.co/hubfs/cs0001-banner.jpg) ## The Challenge A **community-based, nonprofit health cost–sharing organization** serving over 10,000 members wanted answers to 3 core questions: 01 ### What drives member loyalty and referrals? 02 ### Where does friction erode trust? 03 ### What improvements would yield the greatest membership growth? To answer these questions, Mispar designed and executed a large-scale member experience study, balancing statistical rigor with cultural sensitivity. Respondents (n=1,177) were primarily Orthodox Jewish families in the tri-state area. We used advanced analytics including NPS analysis and regression modeling to identify true drivers of advocacy and member retention. ## Key Findings 01 ### Experience friction quietly limited referrals Members whose onboarding expectations were completely met were **7.5× more likely to recommend** the organization than those whose expectations were not at all met. #### Referral Likelihood Increases with How Well Expectations Are Met 100% 75% 50% 25% 0% % Promoters Not at all Somewhat Mostly Completely Expectations Met 11% 20% 56% 86% #### Key onboarding challenges: - ► Complex and unclear coverage expectations - ► Onboarding confusion around self-pay and billing 02 ### Small early fixes in onboarding created massive downstream gains Regression analysis revealed that onboarding is the single most powerful driver of advocacy. Improving the onboarding experience alone is projected to double growth over five years. ## Strategic Impact Mispar provided a **clear, prioritized growth playbook** based on member feedback that clearly outlined how to improve the onboarding experience. The organization was able to find a solution to Increased member satisfaction and increase the rate of referrals, without increasing ad spend. ## Why This Matters for Nonprofits This case demonstrates how **rigorous member research can:** - ► Translate insight into practical, high-ROI operational changes - ► Quantify trust and loyalty in values-driven organizations - ► Identify hidden friction that limits growth [Explore All Case Studies](https://mispar.co/whatwefound?hsLang=en) Presented by We don't just gather data — we help you turn insight into action. 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