Member Loyalty Group, the CUSO best known for its industry benchmark for external service and Voice of the Member program, recently released its Fall 2015 Internal Service Benchmark. MLG's Internal Service Survey program was launched in late 2011 to help credit unions measure, manage and take action on employee feedback. Each participating institution uses the same methodology and asks consistent questions of employees to determine Net Promoter Scores and collect feedback at a departmental level.
“This internal service survey program allows participating credit unions to accurately gauge how well each department is serving other employees and make changes to strengthen the organization and ultimately improve the member experience,” says Michelle Bloedorn, CEO of Member Loyalty Group. The benchmark also ensures that participants understand their scores relative to other credit unions utilizing the same methodology.
According to the Fall 2015 Benchmark, the overall Internal Net Promoter Score for all participating credit unions increased to 70.46 from 67.23 in Spring 2015. This increase was driven by 2/3 of the credit unions increasing their scores by focusing on improvement across the organization.
"Many credit unions require their departments to create action plans for improvement based on the feedback received and communicate those plans across the organization, which helps establish accountability," shared Jake Foreman, Program Director. "Some credit unions have even created service level agreements within each department. Additionally, many credit unions are setting goals around internal NPS and holding department managers accountable to these goals."
This laser-like focus on improving internal service is paying dividends for many of the credit unions participating in the program. These participants are seeing tremendous improvement within their departments and their departments are anxious to see the next round of results so they can identify further opportunities.
The chart below shows the broad range of overall scores by credit union.
For more information about Member Loyalty Group’s Internal Service Survey program, credit unions should visit www.memberloyaltygroup.com or contact info@memberloyaltygroup.com.