Credit Union Growth & Collaboration

We are a vigorous, interactive network of more than 40 select, large credit unions working together on compelling research, meaningful thought leadership, powerful innovation, and development.

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Member Experience – Contact Center

We are adding to our MDC library on member experience. This project focuses on improving the contact center experience at one of our owner credit unions, with the goal of greater member engagement and increased share of wallet. We will determine the current state baseline by interviewing staff, members, and outsiders. The team will then use the Kano Model around voice of customer research to develop a future state journey map.

Member Loyalty & Satisfaction

The NPS score does not provide actionable information for new product development, or insight into what members value. Plus, NPS is limited to a snapshot in time, so how do we get a finger on the pulse of what the member really wants? Is there a better way of evaluating members’ loyalty/needs/intentions with the credit union? In this project we will research existing member loyalty and satisfaction measurement options, and then based on our findings, recommend a satisfaction / loyalty measurement model to pilot with 2-3 MDC credit unions.