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Filene: The Blog

50 Filene Findings

50 Filene Findings

Make your team smarter: As a member of Filene, you enjoy unlimited access to 26 years of credit union research and innovation. There’s a finding for everyone.

Innovation Spirit Alive at Finovate

Innovation Spirit Alive at Finovate

What’s New? That is the question that got answered 72 times at Finovate Spring in San Jose California last week.  Being a Finovate newbie can be a little overwhelming with so much to see and understand in a short amount of time. But as I sit on the plane and reflect about my experience there are several things that stand out to me. 

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Peering into the Banker’s Brain

Peering into the Banker’s Brain

Credit Unions live on the edge of the "banking industry". Credit unions are part of the industry, yet separate. Credit unions fulfill banking services, but in a different manner and context. To learn more about our cousins and competitors, thought you'd like to read a fascinating brief on what goes in the mind of a banker.

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How credit unions can get a fair share of the loan and credit card pie

How credit unions can get a fair share of the loan and credit card pie

Lerzan Aksoy gives us a sneak peek of her new research around understanding loan purchase decisions tied to member satisfaction, which she will present at our May Colloquium at Fordham University.

Credit unions are wonderful to study because credit unions, by far, have the highest customer satisfaction rating of all financial institutions. The challenge is that member satisfaction hasn’t transferred into revenue growth.

So, how do we make sure satisfaction drives positive member behavior?

Our previous research centered on understanding customer satisfaction linked to members’ share of deposits with the credit union. Deposits are interesting, but people kept asking, what about loans?

In the new research, Linking Member Satisfaction to Loan Decisions, we tried to understand how members go about choosing a loan provider among competing financial institutions. If they choose their credit union, why? If they go to a bank, why? What makes this study unique is that it introduces a very different way of looking at customer satisfaction linked to behavior.

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