LIVONIA, Mich. (March 31, 2021) — CUSG has announced its 2021 MemberXP Best of the Best Awards recognizing member-centric credit unions who excelled in delivering exceptional online and offline experiences through a difficult year.
Criteria is based upon data gathered directly from credit union members. Both qualitative and quantitative data are considered and are gathered through digital surveys and mystery shoppers.
CUSG's MemberXP platform uses "Member Effort Score," an ease-of-use measurement; Net Promoter Score®*, which measures the likelihood that a member would refer the credit union to others; and scores for member advocacy, member appreciation and member education. The member ratings for each of these areas, and their relative importance, determine which credit unions receive the Best of the Best Award.
CUSG, serves nearly 2,000 credit union and non-credit union organizations, and is experiencing rapid growth with its core products, including Performance Pro, Compease, The Learning Center, Planning Pro and MemberXP, as well as other technology, marketing and advisory services.
Recognition for excellence across ten categories are awarded: new member, transactions, new account, consumer lending, member mystery shopping, mortgage, member care, financial planning and, new this year, mobile and online banking experiences. Five credit unions received four or more awards — First Heritage Federal Credit Union, Marshall Community Credit Union, Police and Fire Federal Credit Union, Service 1st Federal Credit Union and Visions Federal Credit Union. Five credit unions received awards for member mystery shopping for four consecutive years — A+ Federal Credit Union, GTE Financial Credit Union, Gulf Coast Educators Federal Credit Union, La Capitol Federal Credit Union and Northland Area Federal Credit Union.
"The abrupt shifts in service delivery and communications last year tested the credit union member experience unlike ever before," said David Dean, Chief Operating Officer for CUSG Marketing Solutions. "These awards recognize the commitment and hard work so many credit unions poured into delivering on their brand promise, no matter the obstacles."
In addition to the Best of the Best Awards, CUSG's MemberXP offers credit unions a unique experience management and member journey optimization platform with customizable survey templates, member mystery shoppers, simple dashboards, actionable employee coaching support and insightful reporting. This SaaS solution is backed by powerful analytics, artificial intelligence and national credit union performance baselines built on more than twelve million anonymized member feedback datapoints collected since 2014.
More than 100 U.S. credit unions were considered for the awards. Of those credit unions, the average asset size was $904 million and nearly a quarter of eligible financial institutions maintained more than $1 billion in assets.
For more information, visit Best of the Best Awards and share the results using #BestOfTheBest on Facebook and Twitter. For leaders in credit union member experience, MemberXP will also host its annual MemberXP Users Group Live Summit October 26-28, 2022, in Plymouth, Mich. The conference is committed to examining and advancing solutions for a member-centric credit union experience. To learn more, visit MemberXP.com.
Headquartered in Livonia, Mich., CUSG is an award-winning credit union service organization that offers products and services in the areas of technology, marketing, HR performance and strategic advisory. The organization is home to national credit union-focused brands including Love My Credit Union Rewards, Save to Win, MemberXP, CUBE TV Studios, Compease and Performance Pro. The company has more than 100 investors comprised of credit unions, credit union leagues and credit union system organizations and maintains strategic partnerships with Intuit TurboTax®, GSTV and CU Risk Intelligence. For more information, visit CUSG.com.
MemberXP, a product of CUSG, is the pioneer and market leader in Credit Union Experience Management. The MemberXP technology platform enables credit unions to collect, manage and act on member experience data collected via digital surveys and mystery shoppers. Using the suite of experience management tools offered by MemberXP, credit unions can engage employees, reduce churn, turn detractors into promoters and create clear and potent returns on investment. Over 115 credit unions nationwide, including more than 20 of the largest U.S. credit unions, rely on MemberXP to consistently build services members love, deepen member loyalty, develop an outstanding employee culture and deliver on their brand promises. For more information, visit MemberXP.com.
*Net Promoter Score is a trademark of Satmetrix, Bain & Company, and Fred Reichfield.