Business View Magazine | Volume 8, Issue 10

146 BUSINESS VIEW MAGAZINE VOLUME 8, ISSUE 10 a department called Member Experience and they survey our members on a random basis, asking a series of questions: did they feel valued; was it an accurate transaction, etc. The score can be up to 7 points, total. This past year, overall, our average was 6.81 percent out of 7 for all the surveys throughout the year. I truly believe that service experience is a differentiator for us. We know that how a person is treated really does matter. We focus on the employee to make sure we take care of them and then they ultimately take care of our members. “But you can’t have that exceptional member service experience and staff without having a financially successful organization. Weiss Ratings, the nation’s leading independent provider of ratings of more than 19,000 financial institutions, ranked us as excellent in an elite group of 566 credit unions, or 11 percent of the top of our industry. That’s very significant, especially where we’re located in rural northern a lot of PPP, but our business on the commercial side has really developed over the last decade and we’re doing a lot of commercial business in all our markets now. Even though we are new in some locations, word gets around that we’re able to give that ‘high touch’ service experience. That’s something that’s being missed. I spoke with some developers in Vermont and they’re really starving for local institutions that want to deal directly with them. Larger banks have gotten away from that and I believe that’s a niche we can fill.” BVM: What role does your staff play in the member experience? Wilson: “We’re now over 50,000 total members. That growth has to do with a lot of core pieces, starting with our culture. We have a culture that focuses on service, and every new employee signs a service promise to take care of the member in these certain ways. We actually have Inspired by the ongoing display of courage, compassion, and community support, we are planning for a brighter future. Through the power of hope, humility, and humanity, we are united. #strongertogether Stronger Future Together Through Hope, Humility and Humanity CUNA Mutual Group is the marketing name for CUNA Mutual Holding Company, a mutual insurance holding company, its subsidiaries and affiliates. Corporate headquarters are located at 5910 Mineral Point Road, Madison WI 53705. CORP-3482141.1-0321-0423 © CUNA Mutual Group, All Rights Reserved. Learn more at cunamutual.com/strongertogether