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Research

Everything we do starts with research. At Filene Research Institute, we’re driven to learn what makes credit unions tick. And what could make them tick even better. We spend our days—and sometimes our nights—connecting with leaders from credit unions, academia, public policy, business, and technology to deliver the world’s best thinking and tools to stay competitive for credit unions and cooperative finance.

Latest Publications

The Network Credit Union: A Modern Alternative to a Traditional Merger

A network credit union can provide credit unions an alternative to the traditional merger option. The inspiration for this business model comes from a not-for-profit network hospital system based in Indiana. The NCUA Office of General Counsel deems the network credit union option currently permissible under the FCU Act, NCUA’s Charter...

Enhancing Member Communications Throughout Mortgage Underwriting

Increasingly, the presence of a mortgage is a key indicator of primary financial institution status for credit unions. NPS, when measured across a wide variety of credit unions, is lowest for members who have just completed a mortgage.  In 2013, a Filene i3 team built a rapid prototype to give...

Member Effort Benchmarking: Measuring Ease of Use

Service failures are not fun, but they are instructive. While it’s still important to track factors like member satisfaction and Net Promoter Score, Filene sought to test the value of using a member effort score. Three primary research questions guided our analysis: What does “good” member effort look like? Once we...

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Top Publications

The Consumer Experience: Financial Institution Preference and Usage Factors

Today's consumers confront a variety of banking options. Factors like personal trust, household income, and convenience all weigh, in different ways, on consumers' preferences between and among banks and credit unions. This report analyzes consumer survey data to better understand these usage factors and allows productive comparisons between institutions. The data...

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