Apple Federal Credit Union selects Member Loyalty Group’s Net Promoter Program

CHICAGO, IL (January 29, 2014) – Apple Federal Credit Union ($1.8 billion in assets, headquartered in Fairfax, Virginia) recently selected Member Loyalty Group’s organization-wide Net Promoter program. Beyond accurately measuring a credit union’s Net Promoter Score, the CUSO’s voice of the member program allow credit unions to take action on member feedback  so that they can create exceptional member experiences consistently.

“At Apple, we promise ‘A Better Grade of Banking’ for our members,” said Sydney Webb, Vice President Service Delivery for Apple Federal Credit Union. “Through Member Loyalty Group’s program, we can capture and analyze member feedback to ensure that we are delivering on that promise.”

Apple Federal Credit Union joins the growing list of credit unions now offering 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 or contact

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 over 50 credit unions, many of which are over $1 billion in assets, across the country.  For more information visit

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 leadingcompanies 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®. 

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