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Member Experience Management Self-Assessment 2022

Did you know...
  • In retail banking an engaged customer is worth at least $9500 more a year in income than an unengaged customer? (Markey & Reichfield)
  • A 5% boost in member retention can boost income by 25% to 95%? (Harvard Business Review)
  • Acquiring a new member can cost 5 to 10 times more than retaining an existing member? (eMarketer)
  • The #1 reason mortgage borrowers return to their financial institution to refinance is because the original process was seamless? (PwC)
  • Customers who say their experience at a business was easy are 94% more likely to repurchase, and 88% more likely to increase spending with that same business? (Customer Effort Board)
Where is your credit union on the path to creating a brand-defining member experience that engages members, creating both marketshare and walletshare?

This self-assessment has 15 questions and takes about 10 minutes to complete.  At the end you'll get a set of custom recommendations to help identify opportunities to manage the member experience to create a member experience that drives growth at your credit union.