MemberShoppers Users Win ServiStar Award

By | Award winners, MemberShoppers Users | One Comment

Best Service Magnifying Glass

MNA announced that these four MemberShoppers credit union mystery shopping users have won the ServiStar Credit Union award for the 2nd half of 2015:

• 121 Financial Credit Union – Jacksonville, FL – 4 in a row!
• AERO Federal Credit Union – Glendale, AZ – 4 in a row!
• Oakland County Credit Union – Waterford, MI – 3 in a row!
• Achieve Financial Credit Union – Berlin, CT

The ServiStar Credit Union Award is presented to the best of the best credit unions that have partnered with ServiStar over the years. To win this award a ServiStar Client must meet the following rigorous criteria:
• Overall MemberShoppers credit union mystery shopping score of 4.57 or higher
• MemberShoppers Member Advocacy score of 4.61 or higher
• MemberShoppers Member Appreciation score of 4.61 or higher
• MemberShoppers Education and Referral score of 1.74 or higher
• ISS Voice of Employee score of 4.71 and higher

Congratulations to these MemberShoppers users.

Create an “Easy” Button for Generation Skeptical

By | Millennials | No Comments

Our MemberView research reveals that Millennials are more likely than older members to anticipate that financial service interactions will be complicated. Whether it’s getting a loan or joining the credit union, MiEasy Buttonllennials foresee pain points along the way.  However, they’re just as likely as older members to rate credit union processes as easy–once they experience them.

Maybe it’s their relative lack of experience with financial services that drives their skepticism. Or perhaps it’s the fact that they’ve always navigated a more complex world.  In any case, credit unions have a tremendous opportunity to gain Millennials’ interest by branding their credit unions with their own version of the Staples “Easy” button. Of course you’ll have to ensure your processes are consistently easy for members first.

Our recommendation? Check your Member Effort score along the member journey. If the path is clear, own the “Easy” position in your market.

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