Advancing Together: Member Experience Enhancements and What We Heard
A member letter from President and CEO, Michael Ericson
As we approach the close of 2025, I want to take a moment to thank you for your continued partnership and engagement. Your feedback through the Annual Member Survey has been invaluable, and I’m pleased to share how your voice is shaping our path forward.
What We Heard
This year, over 40% of our membership participated in the survey, and the insights were clear and consistent. We heard your desire for:
- Responsive customer service
- Valuable products and solutions
- Strong alignment with our mission
- Deep sense of partnership
- Accessible and engaged teams
We’re proud to share that our Net Promoter Score (NPS) far exceeded industry benchmarks at 84.2—affirming the strength of our relationship and your trust in FHLBank Chicago.
These insights are captured in our infographic, which offers a visual summary of what you told us and how we’re responding.
What We’re Delivering
We are already acting on your feedback with several enhancements:
- New Community Advance – Opening Nov. 17
A simplified product designed to better support your community investment priorities. This advance is built with long-term availability in mind—addressing past concerns about limited access and ensuring more consistent support for your planning needs.
- Single Sign-On for Collateral Verification – Available Q4 2025
Enhancing your security and simplifying the login experience.
- Revamped Public Website – Coming Q1 2026
The new fhlbc.com will feature improved navigation, accessibility, searchability, and integrated tools.
One important change—advance rates will no longer be publicly posted on the new website. Members can subscribe to receive daily morning rate updates via email.
- Integrated Wires System – Launching Q1 2026
A new platform will improve your online wire transactions experience with enhanced security and efficiency. Our new system will have one authentication into eBanking and enable wire services directly in eBanking to your FED account or Correspondent Account after funding an advance.
These enhancements reflect just a portion of the improvements we’re actively solutioning to elevate your experience. We remain committed to continuous improvement and our shared success.
Looking Ahead
We are committed to ensuring that your voice continues to guide us. The Annual Member Survey will launch again in March 2026, and we intend to use this timeframe going forward to ensure consistency and timely insights as we prioritize further enhancements in the months and years ahead.
Thank you for your partnership and for helping us shape the future of FHLBank Chicago.
Warm regards,
Michael Ericson
President and CEO
FHLBank Chicago