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What do members want out of their credit union experiences?
As members begin to expect big-tech experiences from every organization they interact with, the only way to stay on top is to have a keen understanding of exactly what it is they are looking for in their credit union experience.
This is why Fiserv continues to poll and publish one of the longest-running consumer studies in the financial services industry, Expectations and Experiences. In our latest installment of this ongoing research series—2018 Expectations & Experiences: Household Finances—we help credit union professionals dive deep into consumer attitudes toward their own finances—and, by extension, the opportunities they might have to make their experiences better in key channels.
Financial well-being is the bedrock of what members want out of their credit union experience—and only 37 percent of them are satisfied with where they are financially. Their attitudes about their own financial health inform the types of solutions a credit union can implement to meet their needs, both spoken and unspoken. For example, the study indicates that members want help with things like making money management faster and easier, and members are expecting it sooner rather than later. Importantly, they are looking for practical solutions that have clear value—not necessarily bells and whistles like functionality on wearables.
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