Natco Credit Union wins coveted award as CU Solutions Group announces final results
MemberXP, a leading CX program offered through CU Solutions Group, has named Natco Credit Union as one of their 2023 Best of the Best award winners!
Annually, the Best of the Best award is given to credit unions that consistently provide extraordinary service, as reported by their own members. Only the highest-performing credit unions using the MemberXP program receive this incredible honor. More than 300,000 member surveys were completed in 2022, providing data on key performance indicators and specific feedback regarding financial experiences, such as opening an account or applying for a loan. With an 11% YOY increase in the number of credit unions using MemberXP, the winners represent the best-in-class of customer service for the industry.
Across two universal CX metrics, Net Promoter Score (NPS)® and Member Effort Score (MES), rankings are determined and verified. The top 25% of performers in each financial experience receive the awards.
Natco Credit Union received the award for Transaction Experience, Consumer Loan Experience, and New Member Experience.
Natco Credit Union was also awarded the Best Overall Member Experience. Feedback from transaction, consumer loan, and new member experience is analyzed to determine the recipient. This award is considered the grand achievement and is given to only one credit union.
“We are pleased that our members took time to give us feedback on our service – we respect their opinions and dedicate ongoing resources to improving our members’ experience. I am very proud of our team for being among the Best of the Best in all three categories. I am especially honored and proud to receive the highest recognition of the Best Overall Member Experience after participating in the program for only seven months. Our goal is to provide member delight. The survey feedback indicates we are consistently exceeding that goal,” said Cindy Duke, CEO.
“Creating member loyalty in a sea of ever-increasing competition from other financial institutions and Fintechs is no easy feat. Members who actively engage with a credit union and provide valuable insight can and should drive change and improvement for the organization. The winners of this award not only listened the needs and wants of their members, but they also acted on those responses for remarkable results. Congratulations to this year’s member experience leaders.”