Excite Credit Union proudly announced that it is a recipient of the 2024 Best of the Best award for Best Consumer Loan Experience presented by MemberXP, a leading customer experience program offered through CU Solutions Group.
This distinguished award is an annual acknowledgment bestowed upon credit unions that consistently excel in delivering exceptional Member services.
In 2023, over 300,000 MemberXP surveys were completed nationwide among nearly eight million credit union Members spanning all 50 U.S. states and extending into Canada. Custom questions were triggered by relevant Member engagements and designed to capture insights spanning a diverse range of financial interactions, from account openings to loan applications. Winners are selected based on the survey results; credit unions cannot apply for the award.
The annual competition focuses on two universal customer experience metrics – Net Promoter Score (NPS)® and Member Effort Score (MES). Best of the Best award winners are meticulously identified and verified from the top 25% of performers in each financial experience category. Excite Credit Union is among this elite group to receive an award, demonstrating excellence in Member satisfaction and service delivery.
“Excite Credit Union exists to serve its Members, so receiving the Best of the Best award for outstanding Consumer Loan experience is extremely gratifying,” said Richard Walter, SVP Retail Experience of Excite Credit Union. “Our goal is to help Members achieve their financial goals, whether they are starting a business, buying a home, saving for college, or striving for some other financial milestone. We are proud of the quality of service we provide to our Members in San Jose (California) and Wilmington (North Carolina), and every one of the Excite Credit Union team shares in the success this award represents,” Jackie Howard, VP Lending stated. “An important part of our Members’ journey is a seamless lending experience. We continually evaluate our process and explore ways to enhance the overall experience.”
"Fostering Member loyalty amidst growing competition from financial institutions and Fintechs is a formidable challenge,” affirmed David Dean, COO for CU Solutions Group and leader of the MemberXP business unit. “However, credit unions that successfully engage Members and harness their valuable insights not only distinguish themselves but also wield the power to catalyze positive change within the organization. The recipients of this award attentively listened to the needs and desires of their Members and took decisive actions based on that feedback, leading to remarkable results. Congratulations to this year's Member experience leaders."