Member Intelligence Group Information

Member Intelligence Group was founded to provide credit unions actionable insights from their members through timely delivery of electronic surveys and other feedback tools. Founded by Jim Kasch, a former credit union CEO and Marketing executive, MIG helps credit unions of all sizes directly improve their bottom lines. MIG focuses not only on attitudinal loyalty (how your members feel about the credit union) but behavioral loyalty as well (how your member demonstrates loyalty.) Our insights include traditional attitudinal measurements such as Member Satisfaction, Net Promoter Score, and Member Effort. In addition, we harness your members feedback to provide specific direction on what the members would like to see differently from the credit union, and how to prioritize those opportunities. We work closely with the credit union to calculate share of wallet at the member level, identify advocates of the credit union, and actually deliver responses at the account level that can be appended back into core systems to enable targeted marketing campaigns, sales programs, and service recovery efforts. We can coordinate surveys across multiple platforms and interaction opportunities, and seamlessly integrate responses to provide a single perspective on member feedback. Our daily transactional surveys include retail, call center, online, new account, new loan, and other member experiences. Reports can be delivered at the enterprise, branch, department, and user level to better manage performance. Our transactional surveys can also include specific, account-level cross-selling messages. For instance, we can integrate a pre-qualified credit card offer to qualified new members, embedded directly into the survey. Immediate service recovery opportunities provide credit unions the ability to address areas of member concern by reaching directly out to the member to resolve issues. We also provide employee engagement surveys.