CENTERVILLE, Ohio — Support EXP has launched a research initiative aimed at helping Ohio credit unions with less than $300 million in assets better understand member behavior and identify opportunities for growth.
The Ohio Member Growth & Relationship Research Initiative will give participating credit unions confidential findings about their own members, along with executive-level analysis, the customer experience intelligence company said. Institutions also could receive aggregated findings from other participating Ohio credit unions if enrollment is sufficient to support meaningful comparisons, the company added.
The research will examine why consumers join credit unions, what keeps existing members engaged, where relationships may be weakening and how institutions can deepen member loyalty. It also will assess member expectations and experiences that could influence strategic planning.
Facing Questions
“Smaller credit unions face many of the same questions about growth, loyalty, and changing member expectations as much larger institutions,” said Rhonda Sheets, founder, president and CEO of Support EXP. “But they haven’t always had the same access to the research needed to answer those questions confidently.”
Support EXP said it plans to use a shared research framework rather than requiring each credit union to commission an extensive individual study. The anticipated cost is approximately $4,000 to $5,000 per participating institution, with final details provided during enrollment.
The Centerville-based company said it has worked with credit unions for more than 25 years, including institutions with assets exceeding $20 billion. MyUSA Credit Union in Ohio has been a client for more than two decades.
Moving Beyond Assumptions
“Support EXP’s insights have helped our leadership team move beyond assumptions, make better-informed strategic decisions, and remain focused on delivering an exceptional member service experience,” MyUSA President and CEO Jim Miles said in a statement .
Support EXP is inviting CEOs and other executives at eligible Ohio credit unions to express interest through its website. The company said expressing interest does not obligate an institution to participate.
For info, go here.
