SAN JOSE, Calif.– Excite Credit Union has received the 2024 Best of the Best award for Best Consumer Loan Experience presented by MemberXP.
This award is an annual acknowledgment bestowed upon credit unions that consistently excel in delivering exceptional Member services, the credit union said.
“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,” Excite CU said. “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 said it 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. Calif. and Wilmington, N.C. and every one of the Excite Credit Union team shares in the success this award represents.”
Jackie Howard, VP-lending added. “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,” affsaidirmed 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."