“ Sharing the challenges that you face is just as important as talking about the successes” — Dave Larson, CEO, Affinity Plus Federal Credit Union
says Larson. “We diligently monitor feedback on social media and through our net promoter score program, and we host focus groups and conduct surveys. We really want members to share with us what additional features they are looking for in the mobile app, and we will continue to add to our project list based on their input. We know that digital is a huge part of people’s lives today and are putting appropriate focus there. Our results clearly demonstrate that.” Following the successful launch of its new digital solutions, Affinity Plus
banking services – a 21% increase in
launched its new core operating
mobile app usage in less than one
system in October 2018. “We hadn’t
year’s time. Following its launch, the
changed our core system in 20 years,
new mobile app has received more
and we really felt that the technology
than 19,000 reviews on the App Store
that we were using was, in some cases,
with a 4.8 star rating.
outdated. We really needed to propel
“There’s definitely a lot we want to
ourselves forward,” says Larson. “One
do to enhance the member experi-
of our key objectives overall was to
ence through mobile. With the App
provide members and employees a
Store rating increase from 1.5 stars in
better experience in terms of their
2017 to 4.8 stars today, we could just
interactions, whether working with the
say, ‘Let’s just call it good’. But we
credit union as an employee or
have a strong internal focus on the
interacting with us as a member.”
voice of the member, and we want to
With a new core system in place,
ensure we’re taking their feedback
Affinity Plus will have more opportuni-
into account on an ongoing basis,”
ties in the future to explore the use of w w w.gi ga bi t ma ga z in e. com
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