La Capitol Federal Credit Union has been recognized by the MemberXP program as a 2023 Best of the Best award winner in the Consumer Loan Experience category. La Cap is in the league of North America’s best credit unions as gauged by a leading CX program offered through CU Solutions Group.
The Best of the Best award is given annually 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 were completed in 2022, providing data on key performance indicators and specific feedback regarding financial experiences, such as opening an account or applying for a loan.
After an 11 percent year-over-year increase in the number of credit unions using MemberXP, the winners represent the best-in-class of member service for the industry. Across two universal CX metrics, Net Promoter Score (NPS)® and Member Effort Score (MES), rankings are determined and verified. The top 25 percent of performers in each financial experience receive the awards.
La Cap CEO Michael Hooper noted the award reflects more than volume or financial increases. “I am thrilled that our members across Louisiana took the time to give us feedback on their pleasant loan experiences,” he said. “We partner with our members to improve their financial well-being and I am proud that our La Cap team is instrumental in helping members and their families.”
MemberXP, a product of CU Solutions Group, is the pioneer and market leader in Credit Union Experience Management. The MemberXP technology platform enables credit unions to collect, manage and act on member experience data collected via digital surveys and mystery shoppers. More than 120 credit unions nationwide rely on MemberXP. For more information, visit https://www.memberxp.com.