Credit Union of Colorado selects Member Loyalty Group’s Net Promoter program
CHICAGO, IL (October 24, 2013) — Credit Union of Colorado ($1.1 billion in assets, headquartered in Denver) 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.
“Our credit union’s focus is on providing superior member service and connecting with members,” said Terry Leis, CEO of Credit Union of Colorado. “Member Loyalty Group’s program provides trustworthy and actionable data we can share throughout the organization so that we can improve everyday service and drive long-term growth.”
Credit Union of Colorado 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 www.memberloyaltygroup.com or contact firstname.lastname@example.org.
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 www.memberloyaltygroup.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.