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Michigan Credit Union League

CUSG Recognizes Member-Experience Excellence with Annual MemberXP “Best of the Best” Awards

CU Solutions Group (CUSG) has announced its 2021 MemberXP Best of the Best Awards recognizing member-centric credit unions who excelled in delivering exceptional online and offline experiences through a difficult year.

Criteria is based upon data gathered directly from credit union members. Both qualitative and quantitative data are considered and are gathered through digital surveys and mystery shoppers.

CUSG’s MemberXP platform uses “Member Effort Score,” an ease-of-use measurement; Net Promoter Score®*, which measures the likelihood that a member would refer the credit union to others; and scores for member advocacy, member appreciation and member education. The member ratings for each of these areas, and their relative importance, determine which credit unions receive the Best of the Best Award.

Recognition for excellence across ten categories are awarded: new member, transactions, new account, consumer lending, member mystery shopping, mortgage, member care, financial planning and, new this year, mobile and online banking experiences. Five credit unions received four or more awards — First Heritage Federal Credit Union, Marshall Community Credit Union, Police and Fire Federal Credit Union, Service 1st Federal Credit Union and Visions Federal Credit Union. Five credit unions received awards for member mystery shopping for four consecutive years — A+ Federal Credit Union, GTE Financial Credit Union, Gulf Coast Educators Federal Credit Union, La Capitol Federal Credit Union and Northland Area Federal Credit Union.

"The abrupt shifts in service delivery and communications last year tested the credit union member experience unlike ever before,” said David Dean, Chief Operating Officer for CU Solutions Group Marketing Solutions. “These awards recognize the commitment and hard work so many credit unions poured into delivering on their brand promise, no matter the obstacles.”

In addition to the Best of the Best Awards, CUSG’s MemberXP offers credit unions a unique experience management and member journey optimization platform with customizable survey templates, member mystery shoppers, simple dashboards, actionable employee coaching support and insightful reporting. This SaaS solution is backed by powerful analytics, artificial intelligence and national credit union performance baselines built on more than twelve million anonymized member feedback datapoints collected since 2014.

More than 100 U.S. credit unions were considered for the awards. Of those credit unions, the average asset size was $904 million and nearly a quarter of eligible financial institutions maintained more than $1 billion in assets.

2021 Best of the Best Awards

Member Shoppers Experience
A+ Federal Credit Union
Achieve Financial Credit Union
AERO Federal Credit Union
Educational Systems Federal Credit Union
GTE Financial Credit Union
Gulf Coast Educators Federal Credit Union
HealthCare Associates Credit Union
Hughes Federal Credit Union
Jolt Credit Union
La Capitol Federal Credit Union
Northland Area Federal Credit Union
Oklahoma Central Credit Union
Service 1st Federal Credit Union
TVA Community Credit Union
Ventura County Credit Union
Vibe Credit Union

Consumer Lending Experience
121 Financial Credit Union
4Front Credit Union
A+ Federal Credit Union
American 1 Credit Union
Arsenal Credit Union
Astera Credit Union
APCU/Center Parc
Baltimore County Employees Federal Credit Union
Beacon Credit Union
Clackamas Federal Credit Union
CommonWealth Central Credit Union
Community Choice Credit Union
Community Credit Union of Florida
Connex Credit Union
Dannemora Federal Credit Union
ELGA Credit Union
Emory Alliance Credit Union
Excite Credit Union
First Entertainment Credit Union
First Heritage Federal Credit Union
Freedom Federal Credit Union
GENCO FCU
Generations Community FCU
Guadalupe Credit Union
Heritage Federal Credit Union
Indiana University Credit Union
Johns Hopkins FCU
Kinecta Federal Credit Union
La Capitol Federal Credit Union
Mainstreet Credit Union, Canada
Marshall Community Credit Union
Members First Credit Union
NAS JRB Credit Union
P1FCU
Park City Credit Union
Park Side Credit Union
Park View Federal Credit Union
Police & Fire Federal Credit Union
Reliant Credit Union
Service 1st Federal Credit Union
The Summit Federal Credit Union
United Bay Community Credit Union
UnitedOne Credit Union
Verve, A Credit Union
Visions Federal Credit Union

New Member Experience
Baltimore County Employees Federal Credit Union
ELGA Credit Union
First Heritage Federal Credit Union
Harris County Federal Credit Union
Heritage Federal Credit Union
Marshall Community Credit Union
Police & Fire Federal Credit Union
Randolph-Brooks Federal Credit Union
Service 1st Federal Credit Union
Visions Federal Credit Union

Transaction Experience
4Front Credit Union
Arsenal Credit Union
Baltimore County Employees Federal Credit Union
BayPort Credit Union
Catholic & Community Credit Union
Connex Credit Union
Dannemora Federal Credit Union
ELGA Credit Union
First Heritage Federal Credit Union
GENCO FCU
Harris County Federal Credit Union
Heritage Federal Credit Union
Holy Rosary Credit Union
Indiana University Credit Union
La Capitol Federal Credit Union
Marshall Community Credit Union
P1FCU
Park City Credit Union
Park View Federal Credit Union
Police & Fire Federal Credit Union
Preferred Credit Union
Randolph-Brooks Federal Credit Union
Reliant Credit Union
Service 1st Federal Credit Union
SESLOC Federal Credit Union
The Summit Federal Credit Union
Tower Federal Credit Union
TruEnergy Federal Credit Union
Visions Federal Credit Union

New Account Experience
Canvas Credit Union
Community Credit Union of Florida
Connex Credit Union
First Heritage Federal Credit Union
Park City Credit Union
Randolph-Brooks Federal Credit Union
Service 1st Federal Credit Union
United Bay Community Credit Union

Mortgage Experience
Marshall Community Credit Union
Police & Fire Federal Credit Union

Mobile Banking Experience
Service 1st Federal Credit Union
Visions Federal Credit Union

Online Banking Experience
Service 1st Federal Credit Union
TruEnergy Federal Credit Union
Visions Federal Credit Union

Member Care Experience
Harris County Federal Credit Union

Financial Planning Experience
Tower Federal Credit Union

For more information, visit Best of the Best Awards and share the results using #BestOfTheBest on Facebook and Twitter. For leaders in credit union member experience, MemberXP will also host its annual MemberXP Users Group Live Summit October 26-28, 2022, in Plymouth, Mich. The conference is committed to examining and advancing solutions for a member-centric credit union experience. To learn more, visit MemberXP.com.

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2021-03-31 00:00:00