MERRIFIELD, Va. — Navy Federal Credit Union is now usingsophisticated tech tools to get detailed feedback regardingindividual members–about 150,000 so far this year.
Findings from the predictive analytics and data mining softwarefrom SPSS Inc. have helped the world's largest credit union decideto, among other things, offer unlimited free online bill pay, booststaffing at its call centers and embark on an aggressivebrick-and-mortar expansion.
In fact, the SPSS software is now “permeating every strategicunit in our credit union,” said Alan Payne, manager of memberresearch and analysis planning at $35 billion Navy Federal.
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