Support Financial Resources, New Product Release - 8/26/2009 - creditunions.com

Centerville, OH - Support Financial Resources, Inc., a leading provider of mystery shopping and market research services, is giving banks and credit unions the power to significantly improve the results of consumer behavior through Promoter Metrix™. Only the Promoter Metrix™ name is new. Support Financial Resources (SFR) has been measuring net referral or net promoter, as it is more commonly known, since the start of the Service Experiences™ program in 1997.

By Rhonda Sheets, Support Financial Resources - 7/2009

A wide gap often exists between executive management's strategic expectations and what is actually delivered moment-by-moment in branches and through remote servicing channels. And such gaps in expectation and front-line execution only lead in one direction, downhill to a negative impact on the bottom line. Mishandles or altogether missed opportunities come at a significant cost. Strategic thought and planning processes must confront a harsh competitive reality: once you've lost an opportunity, you've lost it. It goes somewhere else.

6/9/2009

Centerville, OH - Support Financial Resources, Inc., a leading provider of insurance and market research services has unveiled key changes to a feature of the Service Experiences Mystery Shopping and Performance Coaching Program, the company's proprietary employee performance measurement and coaching software.

By Dane Coalson and Ray Springsteen, Callahan & Associates - 4th Quarter Data 2008

Does a strong commitment to service really lead to tangible results?

A commitment to outstanding customer service is a defining characteristic of the credit union industry. Superior service can set your institution apart in ways that no other factor can. Many of the most successful credit unions in the country today anchor their success on this principle. This is an essential cornerstone for any credit union that wants to emerge as a leader in their market or local community.

By Myriam Di Diovanni, Credit Union Times - 5/2/2007

CENTERVILLE, Ohio — When it comes to service banks don't come close to credit unions — do they?
Support Financial Resources CEO Rhonda Sheets say the gap is closing and caution credit unions from becoming too comfortable with their role as providers of superior service.

Support Financial Resources - gainesvilletoday.com

WITH RECENT NATIONAL recognition as a financial top performer and as a provider of superior member service, SunState Federal Credit Union continues to gain notoriety in the financial services world. These separate prestigious ratings are results of nationwide comparisons for financial service providers that fall within SunState's category, according to reports compiled by two of the nation's premier research companies. The ratings reflect the overall performance and superior member service SunState has provided to our area for the past 50 years.

Successful Mystery Shopping Programs - 2005

"What Gets Measured Gets Improved"

In order to foster sustained growth at your financial institution, it is important to incorporate your mystery shopping program into a larger scheme for organizational improvement, says Rhonda Sheets, CEO of Support Financial Resources, Inc., a financial services consulting firm based in Centerville, Ohio.

6/9/2009

INDIANAPOLIS - Employees of the Credit union Centers of Indiana, a CUSO affiliated with the Indiana Credit union League, will soon face mystery shoppers measuring their service performance at their 12 shared branch service centers around the state. As of January, CUCI was the CUSO with the largest volume of transactions in the Credit Union Service Centers shared branch network, with over 500,000 transactions monthly through the organization's 16 outlets. Support Financial Resources Inc., based in Dayton, Ohio will begin recruiting members from the 49 credit unions that participate in the CUCI shared branch network.