Sep 11 2018

Fostering Digital Clout in Credit Unions

An analysis of credit union Yelp reviews provides actionable insights to better manage social media influence.

David Smith
David Smith
Associate Professor of Economics
Pepperdine University
Samuel Seaman
Professor of Decision Science
Pepperdine University
Yury Adamov
MBA Graduate
Pepperdine University
Report Number 456

Executive Summary

Everyone has experienced an unsatisfactory service experience or observed a dissatisfied customer rage while waiting in line, shopping, or being served. Years ago, this event might be forgotten within a day or two. But today, we have social media reviews to broadcast consumers’ experiences, whether positive or negative, to anyone with an internet connection. These reviews can impact how new members perceive your credit union and will be seen by many potential new members when choosing where to bank.


In addition to the full research report, explore Filene's review platform cheat sheet for credit unions.