CASE STUDY

Shared Reviews Elevate CU Reputation

Where They Were

This well-established Credit Union, headquartered in the Midwest and with close to $500m in assets, operates in a relatively slower growing region of the United States. Competition is fierce while member expectations are high. This CU recognizes the value of member feedback and uses this insight to improve their product offerings, channel deployments, internal processes, and people development.

Objectives

This financial institution is constantly looking to leverage technology to create a truly differentiated value proposition while delivering a great member experience. The organization believes transparency, demonstrated by displaying direct member feedback on their website, leads to trustworthiness and improved member loyalty.

Challenges

This transparency, however, does not come without risks. As an early adopter of sharing feedback, what if their member feedback wasn’t as complimentary as expected? In addition, because this CU operates with a very lean staff, they needed an automated solution requiring minimal, if any, manual involvement in the data capture and web posting process.

The Solution

After successfully using the Support EXP Insight Builder solution to identify, define and minimize friction in the member journey, this CU implemented Support EXP’s Brand Booster module, powered by Insight Builder, to capture, integrate and post member scores, feedback and comments, in real-time, right on this CU’s external website.

The Results

This CU’s record of success continues to get better with each passing year. These market-leading accomplishments include the following….

Best In State for Great Member Experience
2019 Voted Top 10 places to work
2018 Voted Top 100 businesses in greater metropolitan area
Member growth outpacing peers by 15%+

Results for You !

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

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