Cornerstone Community Financial, Sandia Laboratory and University Credit Unions select Member Loyalty Group’s Net Promoter Program

CHICAGO, IL (November 13, 2013) — Cornerstone Community Financial Credit Union ($201 million in assets, headquartered in Auburn, Michigan), Sandia Laboratory Federal Credit Union ($2 billion in assets, headquartered in Albuquerque, New Mexico) and University Credit Union ( $648 million in assets, headquartered in Salt Lake City, Utah) all 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 allows credit unions to take action on member feedback so that they can create exceptional member experiences  consistently.

“We’re so pleased to welcome these new credit unions to Member Loyalty Group’s Net Promoter community,” said Michelle Bloedorn, CEO of Member Loyalty Group. “Our CUSO was founded to provide trustworthy and actionable data to help more credit unions enhance member service experiences and track how their Net Promoter Scores are tied to financial performance.”
These three credit unions join the growing list of Member Loyalty Group’s clients, which now includes over 40 credit unions throughout the country. The MLG solution 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 40 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 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.

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