[Updated August 2025]
In today’s digital-first banking landscape, it’s easy to assume that members only care about mobile apps and online access. But recent insights from the CFI Group tell a more complete story—and it’s one Better Lobby has been helping credit unions address for years.
What the Data Says
While mobile and online tools top the list for daily interactions, branch locations and in-person service are still critical when it comes to member satisfaction and acquisition.
In fact:
📍 Convenient branches are one of the top reasons members choose a credit union.
👥 In-branch service quality scores incredibly high, showing that personal interactions still drive member loyalty.
So how can credit unions balance both worlds? That’s where Better Lobby’s tools come in.
Bridging Digital and In-Branch with Better Lobby
Better Lobby gives your credit union everything it needs to seamlessly connect mobile convenience with in-branch excellence:
✅ Mobile Appointment Booking
Let members schedule meetings with staff from their phone—before they ever walk in.
✅ Online Queueing
Turn drive time into wait time. Members can join the line remotely and arrive just in time.
✅ Kiosk Check-In & Wall Display
Speed up check-in, reduce lobby congestion, and improve transparency with digital signage.
✅ Flexible Branch Video Appointments
Serve members face-to-face—even if your experts are working from another branch.
✅ Branch-Level Dashboards & Reports
Use real-time data to manage staffing, optimize wait times, and support top-notch service.
Key Takeaway
Branches still matter—but how they function is evolving. With Better Lobby, your credit union can offer the digital tools members expect while preserving the personal service they love.
It’s not about choosing between in-person and online—it’s about making both work better together.
The following section is the original post from August 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Since 1988, the CFI Group has been a leading provider of consumer feedback insights through analytics. The firm’s second installment of their Credit Union Satisfaction Index just found that online and mobile banking is more important than any other aspect of the member experience. No surprises there!
However if you dig deeper into the report, you will find that while mobile and online banking obviously play a crucial part in member satisfaction, branches remain key to member acquisition. In fact, the convenience of a branch’s location is one of the top member considerations when joining a credit union, and a CFI spokesperson stated that “even though the vast majority of members are using online and mobile banking, members still want the convenience of a nearby branch, exceptional service and the ability to access their accounts in-person if they choose to do so.”
Key Takeaway: Branch staff and branch convenience together accounted for nearly half of the overall leverage on satisfaction. Branch staff also plays a valuable role with a score of 92, reflecting members’ ongoing delight with the way they are treated during a branch visit. With these important facts in mind, consider making mobile and online appointment setting capabilities a priority at your credit union.