The American Customer Satisfaction Index (ACSI) is an annual survey conducted by the University of Michigan’s Ross School of Business. It measures consumer satisfaction with the goods and services provided across a broad range of industries.
This last year, the survey found that banks surpassed credit unions in customer satisfaction.
While it certainly doesn’t sound the death knell for credit union claims of better member experience, it raises some interesting questions—and serious concerns. And, in many ways, it reminds us that digital transformation is still a pressing need in the financial realm.
Continue reading “Customer Effort, Member Experience, and Credit Union Digital Transformation”
It finally happened. We entered a new decade. Will it be filled with glittering new possibilities? Or will it be more of the same old, same old?
Ultimately, that might rest on the industry’s appetite for change and progress. So, if you feel like a following broader market trends—or perhaps making them—then we’ve got a few ideas about where to start.
Read on to see seven technology trends that credit unions should keep a close eye on.
Continue reading “2020 Credit Union Technology Trends to Watch”
The credit union industry is changing, whether we like it or not. We speak with members over social media. We automate tedious processes. Some of us are experimenting with AI.
These technology trends are going to continue. And they’ll continue to affect our industry.
Continue reading “Six Steps to a More Innovative Credit Union”
Almost exclusively in this blog, I write about financial matters. Not today. Today, I want to talk about survey ideas.
Specifically, I want to talk about the types of questions in a survey, questionnaire, or what-have you.
Continue reading “Survey Strategy Ideas: Which Questions Get the Best Response Rates?”