CHICAGO, IL (October 2, 2014) -- Family Trust Credit Union ($339 million in assets, headquartered in Rock Hill, South Carolina); Orange County's Credit Union ($1.2 billion in assets, headquartered in Santa Ana, California); Patelco Credit Union ($4.1 billion in assets, headquartered in Pleasanton, California); and USE Credit Union ($776 million in assets, headquartered in San Diego, California) all recently selected Member Loyalty Group’s organization-wide Voice of the Member program based on Net Promoter methodology.
Beyond accurately measuring a credit union's Net Promoter Score, the CUSO's voice of the member program allows credit unions to take action on member feedback so that they can consistently create exceptional member experiences.
“Our CUSO was founded to help credit unions develop organization-wide programs to capture, analyze and act on member feedback," said Michelle Bloedorn, CEO of Member Loyalty Group. "I look forward to partnering with our newest credit unions to help them achieve their growth, service and financial goals."
These four institutions join the growing list of credit unions now utilizing Member Loyalty Group’s solution, which uses world-class tools to provide timely member feedback directly to the staff members who can take action. All participants are provided with detailed, quarterly benchmark reports to help measure their performance vs. their peers.
For more information about Member Loyalty Group’s Net Promoter program, credit unions should visit www.memberloyaltygroup.com or contact info@memberloyaltygroup.com.
About Member Loyalty Group
Member Loyalty Group is a CUSO formed by leading credit unions in 2008 to develop a common member loyalty benchmark for the credit union industry and is the 2012 winner of NACUSO's Collaboration & Innovation Award. The CUSO has an exclusive relationship with Satmetrix, the Net Promoter® company, to provide credit unions with the most effective tools for managing a Net Promoter® program to collect and act on member feedback that increases loyalty, growth and retention. Member Loyalty Group serves 65 credit unions, many of which are over $1 billion in assets, across the country. For more information visit www.memberloryaltygroup.com
About Net Promoter®
Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Financial Institutions obtain their Net Promoter Score® by asking customers a simple question on a 0 to 10 rating scale: “How likely is it that you would recommend the organization to a colleague, family member or friend?” Based on their responses, consumers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter Score®.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.