Members First Credit Union wins MemberXP 2022 Best of the Best award!
MemberXP, a member experience management software from CU Solutions Group, has named Members First Credit Union one of their 2022 Best of the Best award winners! Members First was given the Best Loan Experience award.
The coveted Best of the Best award is given annually to credit unions that consistently provide exceptional service, as reported by their own members. Only the highest-performing credit unions using the MemberXP platform are given this honor.
A credit union cannot apply for the Best of the Best award. It is independently granted by CU Solutions Group based on specific and rigorous criteria. Award winners are identified through evaluations completed by members and independent evaluators. More than 340,000 of these evaluations were completed in 2021, providing data on a dozen key performance indicators and further informed by specific feedback regarding common experiences, such as opening an account or applying for a loan. This year was the awards’ most competitive yet, with an 18% YOY increase in the number of credit unions using Member XP, so the winners represent the upper echelon of customer service for the industry.
Serving credit unions across the United States and Canada, MemberXP uses mystery shoppers and surveys so members can provide immediate feedback on the service they receive — be it online, in branch or through an app. The platform tracks key interactions along each credit union member journey, such as a home or auto loan experience, but also universal metrics like Net Promoter Score (NPS) and the increasingly critical Member Effort Score (which measures ease of use), turning qualitative data into quantifiable, actionable insight. The platform’s coaching tool even allows this feedback to help managers identify and retain the best staff while promoting improvement across the organization. These efforts and outcomes can be shared back out with members, closing the feedback loop, while strengthening relationships and brand loyalty.
“We take the responsibility to serve our communities to heart and continue to feel grateful for the opportunity to serve our 60,000 members across Michigan. Life has thrown many challenges at our members over the past 2 years and we always strive to be a trusted financial partner in those moments that matter most”, said Reid Lundeen, Assistant Vice President of Lending at Members First Credit Union. “We continue to have high expectations for our team members to serve our members with care and enthusiasm, regardless of financial position. For the team to be acknowledged and recognized by our membership as “Best of the Best” for the 2nd straight year, is the highest level of honor they could receive. We are very proud of their accomplishments! We also recognize our members and say “Thank You!” By providing such important feedback on the service levels received, it helps MFCU continue to improve and elevate our level of member service.”
“In an increasingly competitive landscape, credit unions continue to demonstrate their greatest differentiator: the ability to build member relationships that deliver stellar service as well as deep, personal insight,” said David Dean, Chief Operating Officer, Marketing Solutions at CU Solutions Group. “The Best of the Best awards bring much deserved recognition to those at the forefront of the industry, who excel in their efforts to improve user experience, customer service and access to tools and information.”
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