Associate Professor of Economics
Professor of Decision Science
Report Number 456
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.
Filene's Center for Consumer Decision Making is generously funded by: