Case Study: STCU boosts member loyalty and engagement with Integrity Solutions

STCU - Customer Case Study

STCU, the Inland Northwest’s largest credit union, wanted to deepen relationships with members, develop employees’ confidence in uncovering needs, and create a more consistent service experience across its 21 branches. While STCU already had a strong service culture, its approach was often reactive, and some team members were not yet comfortable having deeper conversations that could reveal additional member needs. Integrity Solutions’ The Member Advantage (TMA) program was identified as a strong cultural fit to help address these goals.

Integrity Solutions delivered TMA to 250 STCU team members in two Saturday training sessions, supported by peer leaders, follow-up “real plays,” and an ongoing branch-level TMA calendar. The program helped employees strengthen member conversations, uncover product knowledge gaps, and better identify ways to serve members. As a result, STCU increased member engagement from 40% to 43%, improved net promoter scores to 75% in Q4 2017, ranked #1 in member loyalty in its peer group, and also saw increased employee engagement and decreased turnover.

STCU

Laura Enquist

Director of Retail Delivery