Support EXP, recognizes that now more than ever, measuring, understanding and strengthening member confidence is critical to credit union success, as it will be when the COVID-19 crisis is over.
Credit unions are on a new trajectory of profound changes in member behaviors. It’s imperative that those behaviors are evaluated and understood, through data analytics, in the current operating environment. Sustaining feedback channels for members to communicate directly with their credit union during this time ensures that they don’t take their frustrations elsewhere—including social media.
Support EXP recognizes this is not a time for business as usual. That’s why it is helping credit unions listen to their members more effectively than ever before. Support EXP is helping credit unions guard against brand compromise or erosion through this crisis by deploying and maintaining effective, data-driven member “listening posts” where ongoing, effective intel provides a clear picture of lessons learned during and emerging from the pandemic.
Support EXP is helping credit unions hear their members’ concerns and enabling them to quickly and proactively address them in an entirely new way. Support EXP has redirected and adapted clients’ MX measurement to channels its members are using during this challenging time.
The pandemic has accelerated the trend toward digital banking. Support EXP is developing comprehensive, multifaceted evaluations for a clearer member perspective on the entire array of digital channels, to inform strategy and change supporting practices in real time.
As a complimentary service for clients, Support EXP’s data analysts are reviewing member feedback to uncover exact hotspots that need to be and can be addressed now. Data scientists are researching industrywide trends to understand the best ways for credit unions to engage effectively and empathetically with their members now, to ensure future retention of both members and market share.
Credit unions—as individual institutions and an industry—need to know where the friction is, pinpointing exactly what to improve to ensure these channels are a future go-to preference and best-in-class experience. Support EXP also has designed a brief COVID-19 Response survey offered free to credit unions that want to capture their members’ views about how well they are being served during the pandemic.
Support EXP is deploying thousands of these surveys for credit unions with assets from $117 million to $8 billion. Support EXP reaches out to members in a very empathetic way, acknowledging the anxiety the current situation might evoke.
The credit union quickly gains an understanding of its members’ level of satisfaction and what the credit union can do to help. Through implementation of Support EXP’s COVID-19 response strategy and analytics, credit unions learn how to improve member experiences within channels that may become preferred service channels. Ensuring a holistic, best-in-class experience is the best strategy for realizing greater operational efficiencies and deeper member loyalty when this crisis is over and a “new norm” emerges.
Support EXP stands with its clients and the credit union industry to weather the present, with an eye on a brighter future. Learn more about the free COVID-19 Response survey.