CASE STUDY

CU Member Experience Intel Renews Accountability

Where They Were

This highly respected Southwestern financial institution, with over $2.5b in assets, competes in a very challenging market. They recognized the value and impact of direct member feedback but their previous solution provider was unable to deliver actionable member insight to guide their strategic planning and employee development efforts.

Objectives

This market leader wanted to be able to measure, analyze and report on direct member input across all channels. They wanted to leverage this intelligence to pinpoint and celebrate areas of success. In addition, they wanted to easily identify areas of improvement, with an emphasis on their “People” attribute, then understand the “why” and eliminate friction in the member journey.

Challenges

This institution’s previous provider lacked the ability to measure across all channels. Poor quality reporting, without any ability to drill down into the analytics, created blind spots inhibiting employee development efforts and ultimately the FI’s member experience initiative.

The Solution

After seeing the power and flexibility of what Support EXP had to offer, this FI replaced its survey program and implemented Support EXP’s Insight Builder, with the frontline-enhancing Retail Booster module.

The Results

Since deployment of these Support EXP solutions, this FI has realized the following results…

2019 Forbes Best In State Winner– Delivering a Great Member Experience
Over 19% growth in their member base and over 12% growth in their asset base
300 basis point improvement in NPS; strengthening their overall market position compared to peers

Results for You !

We can help you achieve the same incredible results as this client.

Print This Page 🖨