Ways to improve the customer experience for credit union members

Meaningful customer experience continues to be a determining factor when consumers look for a primary financial institution. According to a J.D. Power 2022 study, customers are more satisfied with banking’s performance in areas such as digital channels and overall trust than in previous years. However, a lack of financial support during economic downturns may motivate people to switch financial institutions.

Of those surveyed, 63% of customers would stay with their bank or credit union if they provided better financial support. However, one-third of members will change their primary financial institution in 2023.

Because of economic pressures, more people are looking for personalized engagement that includes help with resolving problems, growing their money, and surviving a recession. If credit unions want to grow their membership, they need to improve the customer experience.

But first…


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