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PenFed Credit Union Adopts Medallia to Drive Growth Through Improved Member Experiences

Partnership sees leading credit union implement Medallia’s software platform to enhance the experiences of its 1.3 million members and drive future growth


Medallia (, a leading provider of Customer Experience Management software, today announced that PenFed Credit Union (, one of the nation’s largest credit unions, will implement Medallia’s software platform across its entire organization in order to elevate the experiences of its more than 1.3 million members. The partnership will directly support PenFed Credit Union’s “Drive to 75” initiative, through which the credit union aims to quadruple its assets to $75 billion over the next ten years by providing best-in-class member experience, unbeatable products and top-notch service.
“We’re pleased that PenFed Credit Union chose Medallia to be a critical component of their growth strategy over the next several years,” said Ken Fine, Chief Customer Officer at Medallia. “We’re looking forward to helping PenFed take their member experience to the next level by integrating member voices into their operations and decision-making.”
PenFed is implementing the Medallia software platform – which hard-wires into a company’s operations in order to equip employees with actionable customer feedback and insights – across all of its branches, call centers and online services. This will help employees at every level of the credit union’s organization act to enhance individual member experiences, resolve issues, and make investments that increase member loyalty, improve products and services, and ultimately provide greater value for members.
“Offering great experiences for each of our members plays a key role in driving our future growth,” said Tammy Darvish, PenFed’s EVP of business development, member experience, government and community affairs. “With Medallia, we will use real-time direct feedback to adapt and innovate continuously, ensuring that our members’ voices are not only heard, but also reflected in our business decisions and subsequent actions.”
About Medallia
Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands. Medallia’s Software-as-a-Service application enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Hong Kong, Sydney and Buenos Aires. Learn more at
About PenFed
Established in 1935 as the War Department Credit Union, PenFed is one of the largest credit unions in the country, serving 1.3 million members worldwide; with nearly $18 billion in assets. Its long-standing mission has been to provide superior financial services in a cost effective manner, while being responsive to members’ needs. PenFed offers market-leading mortgages, automobile loans, credit cards, checking, and a wide range of other financial services with its members’ interests always in mind. PenFed serves a diverse population, and no military service is required to join. We offer many paths to membership, including numerous employee groups and association affiliations. It’s easy to apply. We invite you to come see why you belong at PenFed Credit Union. PenFed is federally insured by the NCUA and is an equal housing lender. PenFed does business in accordance with the Federal Fair Housing Law, the Equal Credit Opportunity Act, and is a member of NAFCU. To learn more about PenFed, visit
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