TAMPA, Fla.–Suncoast Credit Union, a client of Dayton, Ohio-based Support EXP, is in the process of implementing ITM technology at several of its branch locations, including a new branch featuring ITMs with member advocates on site to assist members. Alongside Suncoast Credit Union, Support EXP said it is capturing data to measure the quality of member service via digital that one would expect in any branch experience--reliability, empathy, assurance and efficiency. “Together, Support EXP and Suncoast Credit Union are using advanced measurement and actionable analytics to assure that the digital is humanized, providing a model for financial institutions everywhere,” the company said.
Suncoast Credit Union is using Support EXP’s Service & Sales CX to measure employee behavior, specifically looking at member satisfaction levels with their experiences through the ITM platform and at whether or not the credit union misses, meets or exceeds member expectations. Suncoast Credit Union is also using Support EXP’s Net Referral+ CX survey program to measure their members’ ITM experiences post-transaction. Support EXP said it is using this program to measure elements like ease of use, member relationships with the credit union and overall member loyalty, as well as to compare members’ expectations of ITM technology to their actual experiences.