CUSG Awards Exceptional Experiences in Customer Service with Top Honors

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LIVONIA, Mich. – March 16, 2023 – CUSG has announced its 2023 MemberXP Best of the Best awards, recognizing credit unions setting the standards in delivering exceptional experiences while building long-lasting relationships with their members, one interaction at a time.

The Best of the Best award is presented annually to credit unions that consistently provide extraordinary service, as informed by their own members. More than 300,000 experiential evaluations were completed in 2022, providing data on key performance indicators and specific feedback regarding financial experiences, such as opening an account, applying for a loan, or conducting a mobile transaction. With an 11% YOY increase in the number of credit unions using MemberXP, the winners represent the best-in-class of the customer service industry.

Across two universal CX metrics, Net Promoter Score (NPS)® and Member Effort Score (MES), rankings are determined and verified. The top 25% of MemberXP performers in each financial experience receive the awards.  The awards represent all interaction points, including in-person, mobile, online, and via phone.

Winners awarded top honors in each experiential category are:

Award #1 Ranked Credit Union State
Best Transaction Experience Catholic & Community Credit Union IL
Best Consumer Loan Experience Catholic & Community Credit Union IL
Best New Member Experience NATCO Credit Union IN
Best New Account Experience Genco Federal Credit Union TX
Best Mobile App Experience Visions Federal Credit Union NY
Best Online Banking Experience Vermont Federal Credit Union VT
Best Mortgage Loan Experience Park Side Financial Credit Union MT
Best Financial Planning Experience Service 1st Federal Credit Union PA
Best Member Care Experience Harris County Federal Credit Union TX
Best Member Advocacy Red Canoe Credit Union WA
Most Reliable Staff TVA Community Credit Union AL
Most Appreciative Staff Educational Systems Federal Credit Union MD
Best Overall Member Experience NATCO Credit Union IN

Best Member Advocacy, Most Reliable Staff, and Most Appreciative Staff are based on qualitative data collected via the MemberXP mystery shopping program. Credit unions focusing on deeper insights and expanded detail relative to in-person service excellence were awarded these achievements.

New this year, credit unions that collect feedback for the Transaction, Consumer Loans, and New Member experiences were eligible for the Best Overall Member Experience award.  This is a grand achievement in the CX world!

“Congratulations to NATCO Credit Union and all the recipients of a Best of the Best award. These credit unions are at the forefront of delivering exceptional experiences that resonate with members. With the ultimate goal of driving financial well-being, it’s imperative now more than ever for credit unions to listen to valuable feedback from their communities and take measurable action. We praise, celebrate, and commit to growing our credit union partners toward these goals.”

About CUSG 

CUSG offers Martech, HR Performance, and Consumer Rewards solutions through three divisions. It provides seven core products, including Web Design & Hosting, MemberXP, Performance Pro, Compease, The Learning Center, Love My Credit Union Rewards, and Save to Win, with five additional significant investments in outside companies, Marquis, CalcXML, Think|Stack, WHITE64 and AudioEye. CUSG has more than 125 investors comprised of credit unions, credit union leagues, and credit union system organizations. The company also maintains strategic partnerships with Intuit TurboTax, Comcast Xfinity, Charter Spectrum, H&R Block, CU Risk Intelligence, and many others. For more information, visit CUSG.com.

About MemberXP   

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 120 credit unions nationwide, 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.

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