- A full-service federal credit union was interested in gauging member satisfaction and the performance of their online banking tools and website, as well measure in-branch experiences.
- Multi-methodological approach. Phase 1: focus groups were conducted among members. Phase 2: quantitative study among members focusing on deficiencies discovered in Phase 1 (app design, usability, branch refresh, etc.).
- Recommendations were generated for member rewards, messaging for financial services, and website improvements. A GAP analysis identified areas that the credit union should prioritize and emphasize for increased performance.