Category Archives: Award winners

CU Solutions Group Unveils the 2020 Best Credit Union Member Experiences

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2020 AwardsLivonia, Mich. – Today, CU Solutions Group (CUSG) announced the 2020 MemberXP Best of the Best Awards recognizing member-centric credit unions excelling in the delivery of online and offline experiences.

More than 100 U.S. credit unions are considered for the awards with an average asset size of $862 million; one-fifth with more than $1 billion AUM and one-third below $300 million AUM.

Data is gathered directly from members through digital surveys and mystery shoppers at each institution. CUSG’s MemberXP platform uses Member Effort Score, an ease of use measurement, Net Promoter Score®*, which measures the likelihood a member would refer the credit union to others, and scores for member advocacy, member appreciation and member education. The member ratings for each of these areas, and their relative importance, determine which credit unions receive the Best of the Best Award.

Award winning categories include six disciplines: new member, transactions, new account, consumer lending, member shopping and mortgage experiences.  Three credit unions received four or more awards – Service 1st Federal Credit Union, 4Front Credit Union, and Police and Fire Federal Credit Union. Six credit unions received awards for member shopping for three consecutive years – 121 Financial Credit Union, A+ Federal Credit Union, GTE Financial Credit Union, Gulf Coast Educators Federal Credit Union, La Capitol Federal Credit Union, and Northland Area Federal Credit Union.

"Creating consumer experiences that define and deliver on a credit union brand promise is not an easy feat in today’s marketplace,” said David Dean, Chief Operating Officer for CU Solutions Group Marketing Solutions. “We recognize and applaud the commitment it takes to achieve the high standards required to receive this award. Our research shows that MemberXP top performers outperform peers in loan and deposit growth, as well as return on assets.”

In addition to the Best of the Best Awards, CUSG’s MemberXP offers credit unions a unique experience measurement and member journey optimization platform with customizable survey templates, mystery member shoppers, simple dashboards, actionable employee performance support, and insightful reporting. This SaaS solution is backed by powerful analytics and national credit union performance baselines built on more than nine million anonymized member feedback datapoints collected since 2014.

MemberXP is the only exclusive credit union member experience awards program in the U.S. Only credit unions using the MemberXP analytics platform were considered.

2020 Best of the Best Awards

Member Shoppers Experience

  • 121 Financial Credit Union
  • A+ Federal Credit Union
  • Achieve Financial Credit Union
  • Astera Credit Union
  • Educational Systems Federal Credit Union
  • GTE Financial Credit Union
  • Gulf Coast Educators Federal Credit Union
  • HealthCare Associates Credit Union
  • La Capitol Federal Credit Union
  • Northland Area Federal Credit Union
  • Nutmeg State Federal Credit Union
  • Service 1st Federal Credit Union
  • Transcend Credit Union
  • TVA Community Credit Union

Consumer Lending Experience

  • 121 Financial Credit Union
  • 4Front Credit Union
  • A+ Federal Credit Union
  • Allegacy Federal Credit Union
  • Arsenal Credit Union
  • Atlanta Postal Credit Union
  • Connex Credit Union
  • Dannemora Federal Credit Union
  • Excite Credit Union
  • First Entertainment Credit Union
  • First Heritage Federal Credit Union
  • Genco Federal Credit Union
  • Generations Community Federal Credit Union
  • Heritage Federal Credit Union
  • Indiana University Credit Union
  • Johns Hopkins Federal Credit Union
  • Kinecta Federal Credit Union
  • La Capitol Federal Credit Union
  • Marshall Community Credit Union
  • Neighborhood Credit Union
  • Nutmeg State Financial Credit Union
  • OnPath Federal Credit Union
  • Park City Credit Union
  • Park Side Federal Credit Union
  • Police and Fire Federal Credit Union
  • Potlatch No 1 Financial Credit Union
  • Preferred Credit Union
  • Santa Clara County Federal Credit Union
  • Service 1st Federal Credit Union
  • Truliant Federal Credit Union
  • United Bay Community Credit Union
  • UnitedOne Credit Union
  • Visions Federal Credit Union
  • West Michigan Credit Union

New Member Experience

  • 4Front Credit Union
  • First Entertainment Credit Union
  • First Heritage Federal Credit Union
  • Harris County Federal Credit Union
  • Heritage Federal Credit Union
  • Indiana University Credit Union
  • Marshall Community Credit Union
  • Police and Fire Federal Credit Union
  • Service 1st Federal Credit Union
  • Truliant Federal Credit Union

Transaction Experience

  • 4Front Credit Union
  • Arsenal Credit Union
  • Atlanta Postal Credit Union
  • Catholic & Community Credit Union
  • Connex Credit Union
  • Dannemora Federal Credit Union
  • First Heritage Federal Credit Union
  • Freedom of Maryland Federal Credit Union
  • Genco Federal Credit Union
  • Harris County Federal Credit Union
  • Heritage Federal Credit Union
  • Holy Rosary Credit Union
  • Indiana University Credit Union
  • La Capitol Federal Credit Union
  • Neighborhood Credit Union
  • Park City Credit Union
  • Park View Federal Credit Union
  • Potlatch No 1 Financial Credit Union
  • Preferred Credit Union
  • Randolph-Brooks Federal Credit Union
  • Service 1st Federal Credit Union
  • Tower Federal Credit Union
  • TruEnergy Federal Credit Union
  • Visions Federal Credit Union
  • West Michigan Credit Union

New Account Experience

  • Catholic & Community Credit Union
  • Connex Credit Union
  • First Heritage Federal Credit Union
  • Park City Credit Union
  • Randolph-Brooks Federal Credit Union
  • Service 1st Federal Credit Union
  • Truliant Federal Credit Union

Mortgage Experience

  • Police and Fire Federal Credit Union

For more information, visit Best of the Best Awards and share the results using #BestOfTheBest on Facebook and Twitter.  For leaders in credit union member experience, MemberXP will also host its annual MemberXP Users Group Live summit November 4-6, 2020, in Plymouth, MI. The conference is committed to examining and advancing solutions for a member-centric credit union experience. To learn more, visit MemberXP.com.

About CU Solutions Group

Headquartered in Livonia, Mich., CU Solutions Group is an award-winning credit union service organization that offers products and services in the areas of technology, marketing, HR performance and strategic advisory. The organization is home to national credit union-focused brands including Love My Credit Union Rewards, Save to Win, LifeSteps Wallet, MemberXP, CUBE TV Studios, Compease and Performance Pro. The company has more than 100 investors comprised of credit unions, credit union leagues and credit union system organizations and maintains strategic partnerships with Sprint, Intuit TurboTax®, GSTV and CU Risk Intelligence. For more information, visit CUSolutionsGroup.com.

About MemberXP

MemberXP, a wholly owned subsidiary of CU Solutions Group, is the pioneer and market leader in Credit Union Experience Management. The MemberXP technology platform enables credit unions to collect, manage and act on member experience data collected via digital surveys and mystery shoppers. Using the suite of experience management tools offered by MemberXP, credit unions can engage employees, reduce churn, turn detractors into promoters and create clear and potent returns on investment. Over 110 credit unions nationwide, including more than 20 of the largest U.S. credit unions, rely on MemberXP to consistently build services members love, deepen member loyalty, develop an outstanding employee culture, and deliver on their brand promises. www.memberxp.com © 2020 MemberXP, Inc. All rights reserved. MemberXP®, the MemberXP logo, and the names and marks associated with MemberXP’s products are trademarks of MemberXP. All other trademarks are the property of their respective owners.

*Net Promoter Score is a trademark of Satmetrix, Bain & Company, and Fred Reichfield.

Here Are CU Member Experience Leaders in 2019

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an award for the best credit union member experience

MemberXP, a credit union-specific member experience platform, is proud to announce the “Best of the Best” credit unions in member experience for 2019. MemberXP administers both the MemberShoppers and MemberView experience measurement and member journey optimization programs for more than 100 credit unions across North America.  Participating credit unions have an average asset size of $700 million, one quarter of them have more than $1 billion in assets.

The awards are independently granted by MemberXP based on the following criteria:

  1. Members submit surveys based on specific interactions they’ve had with the credit union such as opening a new account or closing a loan. The credit union must have achieved a high score on two metrics: the Member Effort Score, which measures each of use, and the Net Promoter Score®*, which measures the likelihood the member would refer the credit union to others.
  2. Members and/or independent evaluators complete detailed mystery shops. The credit union much have achieved high scores in the areas of member advocacy, member appreciation, and member education.

“We recognize the incredible dedication, hard work, and commitment to the credit union mission that achieving this award entails.  Delivering a truly exceptional member experience is even more challenging in an era of eCommerce and mCommerce,” said Constance Anderson, president and founder of MemberXP,  “Our research shows these top member experience performers also outperform peers in loan and deposit growth as well as return on assets.”

Top performers by category for 2019 include

Overall Member Experience “Best of the Best” Award

121 Financial Credit Union (Jacksonville, FL)
A+ Federal Credit Union (Austin, TX)
Achieve Financial Credit Union (Berlin, CT)
Educational Systems Federal Credit Union (Greenbelt, MD)
GTE Financial Credit Union (Tampa, FL)
Gulf Coast Educators Federal Credit Union (Pasadena, TX)
Healthcare Associates Credit Union (Naperville, IL)
La Capitol Federal Credit Union (Baton Rouge, LA)
Northland Area Federal Credit Union (Oscoda, MI)
Transcend Credit Union (Louisville, KY)
TTCU (Tulsa, OK)
Ventura County Credit Union (Ventura, CA)
Vibe Credit Union (Waterford, MI)

 

Consumer Lending Experience “Best of the Best” Award

121 Financial Credit Union (Jacksonville, Fl)
4Front Credit Union (Traverse City, MI)
AEA Federal Credit Union (Yuma, AZ)
Allegacy Federal Credit Union (Winston Salem, NC)
Ardent Credit Union (Philadelphia, PA)
Atlanta Postal Credit Union (Atlanta, GA)
Commonwealth Central Credit Union (San Jose, CA)
Connex Credit Union (North Haven, CT)
FedChoice Federal Credit Union (Lanham, MD)
First Heritage Federal Credit Union (Painted Post, NY)
GENCO Federal Credit Union (Waco, TX)
Guadalupe Credit Union (Santa Fe, NM)
Harris County Federal Credit Union (Houston, TX)
IU Credit Union (Bloomington, IN)
Johns Hopkins Federal Credit Union (Baltimore, MD)
La Capitol Federal Credit Union (Baton Rouge, LA)
Marshall Community Credit Union (Marshall, MI)
Neighborhood Credit Union (Dallas, TX)
Nutmeg State Financial Credit Union (Rocky Hill, CT)
Park City Credit Union (Merrill, WI)
Park Side Credit Union (Whitefish, MT)
Police & Fire Federal Credit Union (Philadelphia, PA)
Service 1st Federal Credit Union (Danville, PA)
Statewide Federal Credit Union (Flowood, MS)
United Bay Community Credit Union (Bay City, MI)
Verve, A Credit Union (Oshkosh, WI)
Visions Federal Credit Union (Endwell, NY)
West Michigan Credit Union (Grand Rapids, MI)

 

New Member Experience “Best of the Best” Award

Ardent Credit Union (Philadelphia, PA)
Marshall Community Credit Union (Marshall, MI)
Police & Fire Federal Credit Union (Philadelphia, PA)

 

Transaction Experience “Best of the Best” Award

Ardent Credit Union (Philadelphia, PA)
Catholic and Community Credit Union (Belleville, IL)
Dannemora Federal Credit Union (Plattsburgh, NY)
GENCO Federal Credit Union (Waco, TX)
Generations Community Federal Credit Union (San Antonio, TX)
Harris County Federal Credit Union (Houston, TX)
IU Credit Union (Bloomington, IN)
Johns Hopkins Federal Credit Union (Baltimore, MD)
La Capitol Federal Credit Union (Baton Rouge, LA)
Park City Credit Union (Merrill, WI)
Police & Fire Federal Credit Union (Philadelphia, PA)
Service 1st Federal Credit Union (Danville, PA)
Tower Federal Credit Union (Laurel, MD)
United Bay Community Credit Union (Bay City, MI)
Visions Federal Credit Union (Endwell, NY)
Washington Gas & Light Federal Credit Union (Springfield, VA)
West Michigan Credit Union (Grand Rapids, MI)

 

New Account Opening Experience “Best of the Best” Award 

Catholic and Community Credit Union (Belleville, IL)
First Heritage Federal Credit Union (Painted Post, NY)
Randolph Brooks Federal Credit Union (Live Oak, TX)
Service 1st Federal Credit Union (Danville, PA)

 

Mortgage Experience “Best of the Best” Award

Police & Fire Federal Credit Union (Philadelphia, PA)

Congratulations to these credit unions and thank you for showing consumers the real credit union difference!

Looking for an Easy Borrowing Experience? These CUs Lead the Class

By | Award winners, Ease of Use, Member Effort, MXEasy | No Comments

Best of the Best Ribbon

It’s official.  Eleven credit unions have achieved MemberView’s Best of the Best Consumer Loan designation for 2016.  These credit unions use the MemberView Omnichannel Voice of Member program to collect member feedback at various touchpoints.  To qualify for the designation, a credit union must have attained a minimum score of 6.5 out of 7 for member Ease of Use and a Net Promoter Score®* of 80 or better from members who borrowed from the credit union in 2016.  (*Net Promoter Score is a trademark of Satmetrix, Bain & Company, and Fred Reichfield.) 

Members of these credit unions can expect a painless experience when applying for a consumer loan:

  • 121 Financial Credit Union (Jacksonville, FL)
  • A+ Federal Credit Union (Austin, TX)
  • Ardent Credit Union (Philadelphia, PA)
  • Atlanta Postal Credit Union (Atlanta, GA)
  • First Commonwealth Federal Credit Union (Bethlehem, PA)
  • Guadalupe Credit Union (Santa Fe, NM)
  • IH Mississippi Valley Credit Union (Moline, IL)
  • La Capitol Federal Credit Union (Baton Rouge, LA)
  • Park City Credit Union (Merrill, WI)
  • Park Side Credit Union (Whitefish, MT)
  • UnitedOne Credit Union (Manitowoc, WI)

Thank you to each of these credit unions for making it easy for members to improve their financial lives!

MemberShoppers Announces Best of the Best Awards 2016

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Best of the Best Ribbon

Congratulations to the MemberShoppers “Best of the Best” designees for our first-ever annual award. There’s a high bar for attaining this designation:

  • A Member Advocacy Score of 4.5 or better out of a possible 5
  • A Member Appreciation Score of 4.5 or better out of a possible 5
  • An Education and Referral ratio of 25% or better for transactions

The following credit unions met or exceeded the criteria:

  • 121 Financial Credit Union (Jacksonville, FL)
  • AERO Federal Credit Union (Glendale, AZ)
  • A+ Federal Credit Union (Austin, TX)
  • GECU (El Paso, TX)
  • HealthCare Associates Credit Union (Naperville, IL)
  • Kentucky Telco Credit Union (Louisville, KY)
  • La Capitol Federal Credit Union (Baton Rouge, LA)
  • Northland Area Federal Credit Union (Oscoda, MI)
  • Park Community Credit Union (Louisville, KY)

This designation means that members of those credit unions will find they consistently receive top-notch service from credit union employees.  They can also expect those staff members will look proactively for ways to help them achieve their financial goals.

Joining These Credit Unions is Super Easy According to New Members

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Best of the Best Ribbon
Have you been thinking about joining a credit union but dreading the hassle?  New members say these four credit unions make the process easy according to MemberXP’s Q2 survey results.

  • UnitedOne Credit Union in Manitowoc, WI
  • Hughes Federal Credit Union in Tuscson, AZ
  • FedChoice Credit Union in Lanham, MD
  • SESLOC Credit Union in San Luis Obispo, CA

The 4 credit unions had the highest MXEasy member effort scores for new membership as reported by their own members via MemberView. MemberXP measures the member experience for over 80 credit unions in North America.

121 Financial, Visions, and Ardent Credit Unions Recognized for Lending Ease of Use

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Best of the Best Ribbon
When it comes to making the lending experience easy, members gave a big thumbs up to these credit unions for the 2nd Quarter of 2016:

  • 121 Financial Credit Union in Jacksonville, FL
  • Visions Credit Union in Endwell, NY
  • Ardent Credit Union in Philadelphia, PA

The 3 credit unions had the highest MXEasy member effort scores for lending ease of use as reported by their own members via MemberView.  MemberXP measures the member experience for over 80 credit unions in North America.

Congratulations to the staff and leadership of these excellent credit unions!

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.

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