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Research Reports

Research is our middle name. Dig in! Our library holds 25 years of research with the goal of identifying what comes next for credit unions and financial consumers.

Optimizing Delivery Channels Tool

Optimizing Delivery Channels Tool

At Filene’s Optimizing Channels for Superior Member Service Workshop this past spring, Filene Research Fellow and Harvard Business School Professor Dennis Campbell focused on the importance of service excellence across physical, online, and mobile channels. Being able to deliver quality service is the key to driving exceptional member satisfaction over...

A Road Map for Worldwide Financial Services Innovation

A Road Map for Worldwide Financial Services Innovation

Is it possible for innovation in the financial services sector to create positive results for the "little guy?" Or is financial services innovation, by its very nature, just about creating profits? Cooperative financial institutions are mandated to put people before profits, so they must apply the filter of increased member...

Retail’s Digital Renaissance: Cross-Industry Insights

Retail’s Digital Renaissance: Cross-Industry Insights

The digital revolution has upended the retail industry. Due to the increasing popularity of smart phones and tablets, consumers have gradually modified thier consumption habits. Online and mobile shopping are changing the role of the physical store to accommodate consumers demanding a seamless experience whether they’re shopping in a store...

Filene 2013/14 Impact Report

Filene 2013/14 Impact Report

At Filene Research Institute, we strive to drive meaningful change for credit unions and their members. This Impact Report for our 2013/14 fiscal year is a chance to reflect on the past year and, particularly, how support from our members and other contributors fueled this mission.

The Impact of Two-Tiered Banking: How Credit Unions Can Bridge The Divide

The Impact of Two-Tiered Banking: How Credit Unions Can Bridge The Divide

For many consumers, payday lending is a dangerous cycle of indebtedness.  Yet, payday-lending services are in high demand. As a result, policymakers and the public watch the steady rise of payday lending with concern. This study traces the emergence and expansion of payday lending outlets in Winnipeg and rural Manitoba...

Financial Capability Near Retirement: A Profile of Pre-Retirees

Financial Capability Near Retirement: A Profile of Pre-Retirees

Legendary football coach Vince Lombardi once said, “The harder you work, the harder it is to surrender.” We all want to surrender from the workforce on our own terms. Whether retirement comes early or late, financial planning is necessary. Gone are the days where everyday workers could rely on a...

Credit Union 2.0: An Opportunity to Build Collaborative Partnerships

Credit Union 2.0: An Opportunity to Build Collaborative Partnerships

Proactive collaboration will be the ingredient of choice for credit union mergers of the future and by default, should come naturally for financial cooperatives; banks have less incentive to collaborate because of their for-profit nature.  Collaboration requires time, effort, compromise and commitment. Small to mid-size credit unions can thrive on their own,...

2014 Consumer Sentiment: Risk Aversion and Household Inequality

2014 Consumer Sentiment: Risk Aversion and Household Inequality

The recovery is here but not here. Consumer sentiment, as measured by spending, investing, and borrowing intentions, is an important indicator, especially when growth is lumpy, spread unevenly by region or industry. Feelings of confidence beget investments and risk taking. More importantly for credit unions, confidence leads to member borrowing—for homes, for cars,...

Segmenting Canadian and American Immigrant Prospects

Segmenting Canadian and American Immigrant Prospects

Immigrants come from a variety of backgrounds – different countries, ethnicities, education, and experiences. North America has a proud and storied history of welcoming people from all over the world. For financial services, this presents a continual opportunity to engage.   In fact, in both Canada and the United States,...

Digital Lessons From Amazon: Credit Unions and the Online Experience

Digital Lessons From Amazon: Credit Unions and the Online Experience

The world is becoming more and more digital. As a result, the entire consumer experience has shifted for many industries. While technology is creating convenience for consumers, it is putting pressure on financial institutions to invest in robust digital strategies. Being able to successfully operate in this current financial landscape...

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