PETERBOROUGH, ONTARIO – MemberXP, a leading customer experience program offered through CU Solutions Group, has named Kawartha Credit Union as one of their 2023 Best of the Best Award winners!
Each year, Best of the Best Awards are presented 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 provided data on key performance indicators and specific feedback regarding financial experiences, such as opening an account or applying for a loan. With an 11% year-over-year increase in the number of credit unions using MemberXP, the winners represent the best-in-class of customer service for the industry.
Rankings are determined and verified across two universal customer experience metrics: Net Promoter Score (NPS)® and Member Effort Score (MES). The top 25% of performers in each financial experience category receive the awards.
NPS (Net Promoter Score) is used to measure member loyalty by asking the question of how likely it is that they will recommend your business, brand, website, product or service to their friends or family.
Member Effort Score measures the actual effort it took the member to complete a banking experience or transaction with our credit union. Kawartha Credit Union received awards for Best Member Care and Best Mortgage & Loan Experience.
“We are delighted that our members took time to give us feedback on our service and will use it to continue to improve the banking experiences we provide to our members. I am proud of the Kawartha Credit Union team for delivering on our core value of member service excellence, and for being recognized for their exceptional efforts with these distinctive awards,” said Peter Van Meerbergen, Kawartha’s Executive Vice President, Member Experience.
“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 us provide valuable insight to drive change and improvement for the organization. Our teams not only listened to the needs of our members, but they also acted on those responses for remarkable results,” added Norah McCarthy, Kawartha’s President and CEO.