MERRIFIELD, Va. — Navy Federal Credit Union is now using sophisticated tech tools to get detailed feedback regarding individual members–about 150,000 so far this year.
Findings from the predictive analytics and data mining software from SPSS Inc. have helped the world's largest credit union decide to, among other things, offer unlimited free online bill pay, boost staffing at its call centers and embark on an aggressive brick-and-mortar expansion.
In fact, the SPSS software is now “permeating every strategic unit in our credit union,” said Alan Payne, manager of member research and analysis planning at $35 billion Navy Federal.
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