Press
Financial Partners Credit Union Selects Member Loyalty Group’s Net Promoter Program
Sharon Simpson
240-620-4095
sgsimpsonconsulting@mac.com
Chicago, Illinois (July 26, 2012) – Financial Partners Credit Union ($788 million in assets, headquartered in Downey, CA) recently selected Member Loyalty Group’s organization-wide Net Promoter program.
“We were looking for a partner to help take our Net Promoter program to the next level,” said Nader Moghaddam, President/CEO of Financial Partners Credit Union. “We’ve been tracking our NPS for some time, but nothing we’ve been able to do internally comes close to the role-based dashboards and actionable data Member Loyalty Group’s solution provides.”
Financial Partners 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.
“Financial Partners will be a strong addition to our community of participating credit unions,” said Michelle Bloedorn, CEO of Member Loyalty Group. “The credit union’s management team is passionate about creating excellent service experiences and we are pleased to be able to provide tools to help them enhance member relationships.”
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 over 30 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.