RESEARCH INITIATIVE
The Suncoast Credit Union Longitudinal Member Experience Study
Tracking how member trust, ease, advocacy and relationship strength change before, during, and after credit union integration.
LONGITUDINAL RESEARCH | 2026 – 2027 | STUDY IN PROGRESS
Conducted by Support EXP in collaboration with Suncoast Credit Union.
OUR PURPOSE
Generate evidence-based insights that help credit union leaders navigate integration with clarity, protect member relationships, and create stronger opportunities for growth.
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The Research Question
What happens to the member relationship while two credit unions become one?
Most merger measurement provides a snapshot. This study is designed to follow the member experience longitudinally — from the period preceding material operational integration, through the changes members experience, and into the combined organization.
Core Experience Measures
Trust & Confidence
Ease
Satisfaction
Advocacy
Relationship Intent
Research Updates
Study Design
Study design
Longitudinal
Population
Legacy Suncoast, legacy Launch, and dual members
Measurement
Multiple waves before, during, and after integration
Analysis
Cohort and member segment comparisons
Context
Operational events and communications tracked alongside member measures
Status
Baseline development / fielding
Key Research Questions
How stable are trust and confidence as operational integration becomes visible?
Where does friction emerge first — and among which member populations?
Do ease and satisfaction change before advocacy and relationship intent?
How differently do legacy Suncoast and legacy Launcy members experience the transition?
What can leaders learn about the relationship between operational actions and subsequent member perceptions?
Research Leadership
Rhonda Sheets
Executive Research Lead & Industry Strategist
Founder & CEO, Support EXP
Dave Hilbig
Research Director & Lead Methodologist
Chief Operating Officer, Support EXP
Bringing a strategy and industry lens to the research and its implications for industry leaders.
Leading the research design, methodology, and longitudinal analysis to ensure credible, comparable, and actionable insights.