Research and Development

Member Experience

As financial services become more and more commoditized, it’s the customer experience that is the driving differentiator for consumers. It’s no longer good enough to offer the lowest lending rates or the best checking terms. Rather, it’s the financial firms that make things easy, seamless, and quick that are the winners in today’s industry. We have prior and ongoing work focusing on member experience to ensure our credit unions are always leaders on this metric, including cutting edge tools for our owners to better assess how they perform regarding member experiences as well as practical methods for improving their experience delivery.