MemberXP Standard Experience Types

Choosing which experience type you want to implement is an important decision. We recommend that you choose the experiences that are most important to your credit union that will provide you with meaningful contextual feedback so you can meet and exceed member’s needs. We have four buckets of experience types to choose from: Lending, Transactions, New, and Lost.

Loans

• Consumer Loan Experience – this is for your members who obtained a funded consumer loan. This can include personal loans, vehicle loans, credit cards, etc. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Mortgage Loan Experience – this is for your members who obtained a funded mortgage loan. You can include Home Equity Loans if the process aligns with your mortgage lending process. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Business Loan Experience – this is for your members who obtained a funded business loan. This can include personal loans for business use, vehicle loans, and credit cards, etc. You can include Lines of Credit if the process aligns with your business lending process. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Indirect Lending Experience – this is for your members who obtained a credit union loan by purchasing a vehicle through a dealership where the dealership facilitates the loan process. These interactions take place at a dealership only.

Transactions

• Transaction Experience – this is for your members who complete a transaction with an employee. This can include withdrawals, deposits, transfers, etc. These interactions can take place in the branch, through the drive thru, ITM, and over the phone.

• Member Care Experience – this is for your members who work with an employee to resolve an issue, answer questions, etc. These interactions can take place in the branch, over the phone, or via a chat session online.

• Mobile App Experience – this is for your members who utilize your mobile app to perform activities such as finding a location, looking up an account balance, or conducting a transaction. This survey does not involve any employee interaction. This will provide feedback about the features and functionality of your mobile app.

• Online Banking Experience – this is for your members who utilize your website/online banking to perform activities such as finding a location, transferring money, checking account balances, etc. This survey does not involve any employee interaction. This will provide feedback about the features and functionality of your website/online banking.

New

• New Member Experience – this is for members who are new to your credit union and have never held an account with you. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• New Account Experience – this is for your existing members who open a new deposit account and are adding to their existing financial portfolio. This can include an IRA, checking, savings, certificate, etc. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Insurance Services Experience – this is for your members who interact with your insurance department. This can include personal insurance, homeowners’ insurance, auto insurance, etc. These interactions can take place in the branch or over the phone.

• Financial Planning Experience – this is for your members who interact with your financial services department or wealth department. This could be for wealth management, trust services, investment strategies, etc. These interactions can take place in the branch or over the phone.

Lost

• Withdrawn Consumer Loan Experience – this is for your members that started the loan process and were approved but did not fund/accept the loan. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Denied Loan Experience – this is for your members who started the loan application process but were not approved for the loan. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Closed Membership Experience – this is for your members who have closed out all their accounts and are no longer members of your credit union. These interactions can take place in the branch, over the phone, online, or through your mobile app.

• Closed Account Experience – this is for your members who have closed out an account at the credit union, such as a checking account. These interactions can take place in the branch, over the phone, online, or through your mobile app.