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.