Kinecta Federal Credit Union wins MemberXP 2022 Best of the Best award
MANHATTAN BEACH, CA (April 15, 2022) — MemberXP, a member experience management software from CU Solutions Group, has named Kinecta Federal Credit Union one of their 2022 Best of the Best award winners in the Consumer Lending Experience category.
The coveted Best of the Best award is given annually to credit unions that consistently provide exceptional service, as reported by their own members. Only the highest-performing credit unions using the MemberXP platform are given this honor.
A credit union cannot apply for the Best of the Best award. It is independently granted by CU Solutions Group based on specific and rigorous criteria. Award winners are identified through evaluations completed by members and independent evaluators. More than 340,000 of these evaluations were completed in 2021, providing data on a dozen key performance indicators and further informed by specific feedback regarding common experiences, such as opening an account or applying for a loan. This year was the awards’ most competitive yet, with an 18% YOY increase in the number of credit unions using Member XP, so the winners represent the upper echelon of customer service for the industry.
Serving credit unions across the United States and Canada, MemberXP uses mystery shoppers and surveys so members can provide immediate feedback on the service they receive — be it online, in branch or through an app. The platform tracks key interactions along each credit union member journey, such as a home or auto loan experience, but also universal metrics like Net Promoter Score (NPS) and the increasingly critical Member Effort Score (which measures ease of use), turning qualitative data into quantifiable, actionable insight. The platform’s coaching tool even allows this feedback to help managers identify and retain the best staff while promoting improvement across the organization. These efforts and outcomes can be shared back out with members, closing the feedback loop, while strengthening relationships and brand loyalty.
“It’s an honor to be named one of North America’s best credit unions in providing an outstanding member loan experience,” said Michael Squire, SVP, Chief Lending Officer at Kinecta Federal Credit Union. “I would like to congratulate our consumer lending team on this outstanding accomplishment. The Best of the Best award recognizes Kinecta’s strong commitment to providing extraordinary service and guiding our members to financial security.”
“In an increasingly competitive landscape, credit unions continue to demonstrate their greatest differentiator: the ability to build member relationships that deliver stellar service as well as deep, personal insight,” said David Dean, Chief Operating Officer, Marketing Solutions at CU Solutions Group. “The Best of the Best awards bring much-deserved recognition to those at the forefront of the industry, who excel in their efforts to improve user experience, customer service and access to tools and information.”
About Kinecta Federal Credit Union
Headquartered in Manhattan Beach, California, Kinecta Federal Credit Union is one of the country's largest credit unions, with assets of $6.7 billion and more than 270,000 members from coast to coast. Banking the Southern California area for more than 80 years, with additional branches in New York, New Jersey, Northern California and Florida, Kinecta offers its members a full range of financial products from banking, lending and insurance to wealth management services. Kinecta has been recognized by the Mortgage Bankers Association as a recipient of its Diversity, Equity and Inclusion (DEI) Residential Leadership Award, and received the Best of Show award granted by the Credit Union National Association (CUNA) Technology Council. Residents of Rochester, NY, voted Kinecta as a finalist for Best Credit Union in the Democrat & Chronicle's annual Rochester Choice Awards in 2022. Forbes awarded Kinecta as a top-ranked credit union in California on its America's Best Credit Unions in Each State 2022 List. Kinecta has 30 locations, and its members can use a network of more than 5,800 shared branches and access over 85,000 fee-free ATMs nationwide. For more information on Kinecta, visit the website and LinkedIn.