Focus on new member experience is paying off according to net promoter industry benchmark from Member Loyalty Group
CHICAGO, IL (February 27, 2014) – Member Loyalty Group’s latest industry benchmark showed that participating credit unions are making positive progress, specifically in the area of new member loyalty, as more focus on enhancing their new member experiences. As of December 31st, 2013, the average Relationship NPS for new members was 68.98% with higher-performing credit unions (those in the 75th percentile or above) achieving an average score of 74.92%. As the chart below shows, this measure of new member loyalty has been trending up since 2009. External events, like Bank Transfer Day, prompted a boost in new member NPS in early 2011. Since then, credit unions in all categories are maintaining that higher loyalty among new members.