Member Experience, Satisfaction, and Loyalty

Research related to the topic of member experience, satisfaction, and loyalty. 

Member Experience, Satisfaction, and Loyalty Research

LGBTQ+ Financial Services
DEI / Oct 05 2021
LGBTQ+ Financial Services

This research brief provides resources for credit unions looking to provide LGBTQ+ financial services in a manner that will enhance their value proposition to grow and deepen membership engagement.

High-Tech and High-Touch: Relationship Banking in a Digital World
Technology / Jul 22 2021
High-Tech and High-Touch: Relationship Banking in a Digital World

Credit unions can differentiate from competitors in the digital financial services market by prioritizing their strength in building member relationships.

Member Experience and Service Excellence, Part 1: Member Compatibility and Operational Transparency
Business Strategy / May 21 2019
Member Experience and Service Excellence, Part 1: Member Compatibility and Operational Transparency

In this age of self-service, how can your member experience keep up—let alone outshine the competition? We explore two strategies...

Member Experience and Service Excellence, Part 2: Do Strategies Focused on Member Experience Impact Credit Union Performance?
Business Strategy / Nov 04 2019
Member Experience and Service Excellence, Part 2: Do Strategies Focused on Member Experience Impact Credit Union Performance?

Credit unions have at their disposal many strategies to improve their members’ experience, but few devote resources to enhancing member...

Member Experience and Service Excellence, Part 3
Business Strategy / Jul 21 2020
Member Experience and Service Excellence, Part 3

There is no one-size-fits-all approach to improving member experience. This report shares conversations with credit union leaders on their efforts...

Who Do Credit Unions Belong To?
Consumer Thinking / Mar 22 2019
Who Do Credit Unions Belong To?

The United States is polarized, socially and politically. This study finds that most people in the US admire credit unions...

Can Behavioral Economics Increase Savings and Member Loyalty?
Consumer Thinking / Aug 30 2019
Can Behavioral Economics Increase Savings and Member Loyalty?

Why is it so hard for people to save money—and why do so many initiatives to encourage saving fail? Research...