Medallia Xchange


Credit Union Experience

By: Member Loyalty Group

Measure and take action on real-time member feedback.

With Credit Union experience, you get everything you need to increase member loyalty and operational efficiency. Gather member feedback on an ongoing basis across all touchpoints.


  • Increased member retention and loyalty
  • Improved organizational efficiency
  • Reduced employee turnover



Overview

With Credit Union experience, you get everything you need to increase member loyalty and operational efficiency. Gather member feedback on an ongoing basis across all touchpoints. Assess key drivers of loyalty through quantitative and qualitative analysis. Enable teams and managers to take action in real time through member recovery. Empower the front line to modify processes to directly improve the member experience.

APP TYPE: Program
SUITE: B2B Customer Experience
INDUSTRY: Financial Services
LANGUAGES: English
WHAT'S INCLUDED: 
  • Customized survey templates covering new member engagement, member relationship, contact center, branch visits, new products, and digital.
  • Credit Union specific Text Analytics engine to rapidly assess open-ended survey comments and unstructured feedback.
  • Real-time role based dashboards for executive, managers, department leaders, and frontline employees.
  • Notifications and alert workflows to close the inner and outer loop with members.
  • Benchmarking data to compare your branch or department with others.

Member Loyalty Group

About This Provider
A Credit Union Service Organization (CUSO) established in 2008 by six leading credit unions, Member Loyalty Group was created to solve a longstanding credit union need — measuring, managing and taking action on member feedback. Our aim was to help credit unions improve the member experience by listening to, evaluating and improving service at every touchpoint.


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