Appalachian Community Federal Credit Union (ACFCU) was recently ranked #1 out of 91 credit unions for Consumer Loan Experience and placed 5th for Member Care Experience by Member XP, a leading CX program offered through CU Solutions Group.

These rankings were part of the local credit union’s recognition as a recipient of Member XP’s 2024 Best of the Best award. This distinguished accolade is an annual acknowledgment bestowed upon credit unions that consistently excel in delivering exceptional service. 

In 2023, over 300,000 MemberXP surveys were completed nationwide among nearly 8 million credit union members, spanning all 50 U.S. states, and extending into Canada. Custom questions were triggered by relevant member engagements and designed to capture insights spanning a diverse range of financial interactions, from account openings to loan applications. 

The annual competition focuses on two universal CX metrics – Net Promoter Score (NPS)® and Member Effort Score (MES), meticulously identifying and verifying the top 25% of performers in each financial experience category, leading to the presentation of the Best of the Best awards.  ACFCU stands among this elite group, exemplifying excellence in member satisfaction and service delivery.

"We are thrilled our members took the time to share their feedback on our service,” stated Miranda Gray Cooper, ACFCU Chief Experience Officer. “We highly value their opinions and continuously allocate resources to enhance our members' experiences.”

“At ACFCU, our commitment to being a steadfast partner in providing financial support and guidance for our community is fundamental to our vision of building lifetime relationships with our members,” said ACFCU President and CEO Andrew Mullins.  “I take great pride in our Appy Team for making this commitment a reality for our members.”

"Fostering member loyalty amidst growing competition from financial institutions and Fintechs is a formidable challenge,” affirmed David Dean, COO for CU Solutions Group and leader of the MemberXP business unit. “However, credit unions that successfully engage members and harness their valuable insights not only distinguish themselves, but also wield the power to catalyze positive change within the organization. The recipients of this award attentively listened to the needs and desires of their members and took decisive actions based on that feedback, leading to remarkable results. Congratulations to this year's member experience leaders."

About Appalachian Community Federal Credit Union
Originally formed by the employees of Mead Paper Mill (Domtar) in Kingsport, Tenn., in 1932, Appalachian Community Federal Credit Union serves any persons who live, work, worship or attend school in Carter, Hawkins, Sullivan, Unicoi or Washington Counties, Tennessee, the city of Bristol, TN/VA, the city of Norton, VA, Wise, Scott and Washington Counties, Virginia, Jackson, Clinton, McCreary, and Wayne Counties, Kentucky, as well as other designated entities. 

Headquartered in downtown Kingsport, Tenn., ACFCU is a full-service not-for-profit financial cooperative with each member’s deposits insured up to $250,000 by the NCUA.  Branch locations include Gray, Johnson City, Rogersville, and Kingsport, Tenn., and Norton, Va.  Follow ACFCU on Facebook at www.facebook.com/myACFCU, Instagram at www.instagram/myACFCU, or X at www.twitter.com/myACFCU.  For more information, visit www.myACFCU.org. 

About CU Solutions Group  
CU Solutions Group is an award-winning credit union service organization that offers products and services in the areas of Martech Solutions (Technology & Marketing), HR Performance Solutions, and Consumer Rewards. The organization is home to national credit union-focused brands including Love My Credit Union Rewards, Save to Win, MemberXP, Compease and Performance Pro. The company has numerous investors comprised of credit unions, credit union leagues and credit union system organizations and maintains strategic partnerships with Intuit TurboTax®, Marquis, CU Risk Intelligence, and more. For more information, visit CUSG.com.  

About MemberXP  
MemberXP, a product of CU Solutions Group, is the pioneer and market leader in Credit Union Experience Management. The MemberXP technology platform enables credit unions to collect, manage and act on member experience data collected via digital surveys and mystery shoppers. Using the suite of experience management tools offered by MemberXP, credit unions can engage employees, reduce churn, turn detractors into promoters and create clear and potent returns on investment. Over 120 credit unions nationwide rely on MemberXP to consistently build services members love, deepen member loyalty, develop an outstanding employee culture, and deliver on their brand promises. For more information, visit MemberXP.com.  

Net Promoter Score (NPS®) is a trademark of Satmetrix, Bain & Company, and Fred Reichfield.