Oct 20 2016

Member Ease of Use as a Competitive Advantage

Today and into the foreseeable future, ‘easy’ will win the member relationship. Credit unions face evolving competition more rapidly every day. Organizations with outdated processes and technology contribute to a negative member experience. Using qualitative research and east-of-use case studies, Filene explores the impactful role that ease-of-use plays. In addition, Filene examines customer loyalty measures, such as Customer Satisfaction, Net Promoter Score, and Customer Effort Score. The results of these metrics, and suggestions on improving processes around ease-of-use, provide meaningful insights on how credit unions can improve their member experience.

Learn about Filene's Member Journey program.

Filene thanks our generous sponsors for making this important research possible:

Report Number 418