Redrawing Honda FCU's Digital Roadmap with In-Depth Member Feedback Analysis

DAYTON, Ohio - March 17, 2022 - PRLog -- A Support EXP Case Study

Redrawing Honda FCU's Digital Roadmap with In-Depth Member Feedback Analysis and High-Level Collaboration

Client: Honda Federal Credit Union ($1.1B assets; 10 branches; 69K members)

CX Research Project: Digital Channel Member Feedback

Study Conducted By:  Support EXP Research Team

Industry: Credit Unions, Financial Services

Solution: Digital Booster, powered by Insight Builder survey-based solution + CX Data Translation

Outcomes:

• 32% Improvement in Digital NPS®
• Deployment of 16 New Most-Preferred Digital Features
• 16% of Non-Digital Users Requested More Information About Digital Banking
• Increased Operational Efficiencies

Brock Kasnick, Chief Experience Officer, Honda FCU: "It really shows great collaboration…Very good research on your part, and how you took the data and made it make sense for us, and a lot more actionable…When you look at it in totality, you really did a great job of giving us a lot of data and a lot of good feedback, as well as nice concise summary. Very well done on this project."

Background and Relationship:

Since 1966, Honda Federal Credit Union has been meeting the financial needs of American Honda Motor Company employees. Honda FCU is that increasingly rare banking institution: a credit union whose field of membership is exclusively serving an employer's workforce and their immediate families. As a not-for-profit credit union, everything Honda FCU does revolves around helping its members through their financial journeys, every step of the way. Its Brand Statement commits Honda FCU to make every member experience an exceptional one; to make access easy and solutions simple; and to instill in each member a sense of belonging and a sense of family.

Since 2001, Honda FCU has continuously engaged Support EXP to provide solutions and guidance for measuring its members' experiences and improving the performance of their frontline employees.

Read the full case study here: https://supportexp.com/case-studies/