LIVONIA, Mich. (March 17, 2022) — CUSG has announced its 2022 MemberXP Best of the Best awards recognizing member-centric credit unions that excelled in delivering exceptional online and offline experiences coming off a challenging year in which consumer expectations for customer service increased significantly.
Criteria is based on data gathered directly from credit union members. Both qualitative and quantitative data are gathered on a dozen key performance indicators through digital surveys and mystery shoppers. More than 340,000 of these evaluations were completed in 2021 for experiences online, in branch and through apps.
CUSG's MemberXP platform includes two universal metrics: "Member Effort Score," an ease-of-use measurement and Net Promoter Score®*, which measures the likelihood that a member would refer the credit union to others, as well as 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.
Recognition for excellence is awarded across 10 categories: new member, transactions, new account, consumer lending, member mystery shopping, mortgage, member care, financial planning, mobile, and online banking experiences. This year was the awards’ most competitive yet, with an 18% YOY increase in the number of credit unions using MemberXP.
Six credit unions received four or more awards — First Heritage Federal Credit Union, P1FCU, Police & Fire Federal Credit Union, Service 1st Federal Credit Union, Vermont Federal Credit Union, and Visions Federal Credit Union. Four credit unions received awards for member mystery shopping for five consecutive years — A+ Federal Credit Union, Gulf Coast Educators Federal Credit Union, La Capitol Federal Credit Union, and Northland Area Federal Credit Union.
"As consumers have reprioritized their lives in the wake of the pandemic, an easy and enjoyable experience has become the expectation for all service industries," said David Dean, Chief Operating Officer, Marketing Solutions at CUSG. "These awards show how credit unions can compete and win based on excellent user experience, customer service and access to tools and information."
In addition to the Best of the Best awards, CUSG's MemberXP offers credit unions a unique experience management and member journey optimization platform with customizable survey templates, member mystery shoppers, simple dashboards, actionable employee coaching support and insightful reporting. This SaaS solution is backed by powerful analytics, artificial intelligence and national credit union performance baselines built on more than fifteen million anonymized member feedback datapoints collected since 2014.
More than 125 U.S. credit unions were considered for the awards. Of those credit unions, the average asset size was $904 million and nearly a quarter of eligible financial institutions maintained more than $1 billion in assets.
MemberXP Best of the Best 2022
Consumer Loan Experience
4Front Credit Union
A+ Federal Credit Union
Achieve Financial Credit Union
American 1 Credit Union
Arsenal Credit Union
Baltimore County Employees Federal Credit Union
BayPort Credit Union
Beacon Credit Union
Blue Ox Credit Union
Clackamas Federal Credit Union
CommonWealth Central Credit Union
Community Choice Credit Union
Community Credit Union of Florida
Community Financial Credit Union
Connex Credit Union
Cornerstone Community Financial CU
Dannemora Federal Credit Union
Electro Savings Credit Union
ELGA Credit Union
Emory Alliance Credit Union
Excite Credit Union
First Entertainment Credit Union
First Heritage Federal Credit Union
Freedom Federal Credit Union
GENCO FCU
Generations Community FCU
Guadalupe Credit Union
Harris County Federal Credit Union
Heritage Federal Credit Union
Indiana University Credit Union
Johns Hopkins FCU
Kellogg Community Credit Union
Kinecta Federal Credit Union
La Capitol Federal Credit Union
Mainstreet Credit Union
Marshall Community Credit Union
Members First Credit Union
NAS JRB Credit Union
Nutmeg State FCU
OnPath Federal Credit Union
P1FCU
Park City Credit Union
Park Side Credit Union
Park View Federal Credit Union
Police & Fire Federal Credit Union
Reliant Community FCU
Santa Clara County FCU
Service 1st Federal Credit Union
SESLOC Federal Credit Union
Silver State Schools Credit Union
Statewide Federal Credit Union
The Summit Federal Credit Union
United Bay Community Credit Union
Vermont Federal Credit Union
Vibe Credit Union
Visions Federal Credit Union
New Member Experience
4Front Credit Union
Baltimore County Employees Federal Credit Union
Educational Federal Credit Union
ELGA Credit Union
First Heritage Federal Credit Union
Heritage Federal Credit Union
Holy Rosary Credit Union
Marshall Community Credit Union
P1FCU
Police & Fire Federal Credit Union
Randolph-Brooks Federal Credit Union
Reliant Community FCU
Service 1st Federal Credit Union
Vibe Credit Union
Visions Federal Credit Union
Transaction Experience
4Front Credit Union
Arsenal Credit Union
Baltimore County Employees Federal Credit Union
BayPort Credit Union
Beacon Credit Union
Bluestone Federal Credit Union
Catholic & Community Credit Union
Community Financial Credit Union
Connex Credit Union
Cornerstone Community Financial CU
Dannemora Federal Credit Union
Educational Federal Credit Union
ELGA Credit Union
First Heritage Federal Credit Union
Freedom Federal Credit Union
GENCO FCU
Harris County Federal Credit Union
Heritage Federal Credit Union
Holy Rosary Credit Union
Indiana University Credit Union
Kellogg Community Credit Union
La Capitol Federal Credit Union
P1FCU
Park City Credit Union
Park View Federal Credit Union
Police & Fire Federal Credit Union
Preferred Credit Union
Randolph-Brooks Federal Credit Union
Reliant Community FCU
Service 1st Federal Credit Union
The Summit Federal Credit Union
Tower Federal Credit Union
TruEnergy Federal Credit Union
United Bay Community Credit Union
Vermont Federal Credit Union
Vibe Credit Union
Visions Federal Credit Union
New Account Experience
Community Credit Union of Florida
First Heritage Federal Credit Union
Freedom Federal Credit Union
P1FCU
Randolph-Brooks Federal Credit Union
Service 1st Federal Credit Union
Statewide Federal Credit Union
Mortgage Loan Experience
Police & Fire Federal Credit Union
Online Experience
Marshall Community Credit Union
Service 1st Federal Credit Union
The Summit Federal Credit Union
TruEnergy Federal Credit Union
Vermont Federal Credit Union
Visions Federal Credit Union
Mobile App Experience
Service 1st Federal Credit Union
Vermont Federal Credit Union
Visions Federal Credit Union
Financial Planning Experience
Tower Federal Credit Union
Member Care Experience
Harris County Federal Credit Union
Member Mystery Shopping
A+ Federal Credit Union
Achieve Financial Credit Union
Educational Systems Federal Credit Union
Gulf Coast Educators Federal Credit Union
Jolt Credit Union
La Capitol Federal Credit Union
Northland Area Federal Credit Union
Partner Colorado Credit Union
TVA Community Credit Union
Vibe Credit Union
For more information, visit Best of the Best Awards and share the results using #BestOfTheBest on Facebook and Twitter.
Headquartered in Livonia, Mich., CUSG 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, MemberXP, 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 Intuit TurboTax®, GSTV and CU Risk Intelligence. For more information, visit CUSG.com.
MemberXP, a product of CUSG, 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 125 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. For more information, visit MemberXP.com.
*Net Promoter Score is a trademark of Satmetrix, Bain & Company, and Fred Reichfield.
Media Contact:
Nick Olexa, VP of Corporate Marketing
734.793.6359
nick.olexa@cusolutionsgroup.com
