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Support EXP's Credit Union Clients are the Elite in Member Satisfaction, Forbes Study Says
It's no coincidence that Support EXP's clients are well-represented among the elite in member satisfaction and members' willingness to recommend them to others.
By: Support EXP
Of note, the top-ranked credit union nationally is an example of Support EXP's solutions in action: Louisiana-based Barksdale Federal Credit Union ($1.3B assets, 129K members, 349 FTEs), the credit union with the highest overall score, has used Support EXP's Service & Sales CX℠ mystery shopping solution since 2003 to maximize the quality of its employees' service delivery through coaching at the behavioral level. As measured on the 1 to 5 scale used by Service & Sales CX℠, Barksdale's service scores trended upward from 4.44 to 4.80 from 2003-2018, solidifying its position at well above the industry average of 4.42 for general satisfaction. Barksdale has since adopted an even more holistic strategy for addressing all aspects of the member journey, partnering with Support EXP to deploy its closed-loop survey-based platform solution for measuring and managing the member experience in real time. In addition, Barksdale has implemented Support EXP's peer-based survey solution for assessing and improving internal service quality within and among its employee teams.
In conducting the study, Forbes partnered with market research firm Statista to survey more than 25,000 U.S. financial consumers on their prior and current banking relationships. Banks and credit unions were rated on customer/member satisfaction and overall likelihood of member recommendation, as well as the five sub-dimensions of trust, terms and conditions, branch services, digital services, and financial advice. The results were used to identify and rank the best banks and credit unions in each state. Using a scale of 1 to 5, survey respondents gave a general satisfaction rating of 4.42 for credit unions overall (outperforming banks at 4.24 overall).
Inclusion on this select Forbes list of credit unions reflects the commitment of these eight Support EXP clients to meeting and exceeding their members' expectations. Their success is prime evidence that, by making a gold-standard brand of service to their members a priority, credit unions like those leveraging Support EXP's strategies and analytics are truly living their unique and recognizable difference.
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About Support EXP:
Support EXP, a pioneering research organization and thought leader in the credit union community, recognizes that credit unions are best positioned to succeed when they see their People as their MX differentiator. Our best-in-class Voice-of-the-
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Page Updated Last on: Oct 12, 2018