CHICAGO, IL (June 24, 2014) -- South Carolina Federal Credit Union ($1.3 billion in assets, headquartered in N. Charleston, South Carolina); SAC Federal Credit Union ($705 million in assets, headquartered in Papillion, Nebraska); Arrowhead Credit Union ($821 million in assets, headquartered in San Bernadino, California); and Telhio Credit Union ($532 million in assets, headquartered in Columbus, Ohio) all recently selected Member Loyalty Group’s organization-wide Net Promoter program.
"Our team's entire focus is on personally providing the best service and building the deepest relationship at every sales or service opportunity," said Troy Hall, COO of South Carolina Federal Credit Union. "Member Loyalty Group's program allows us to monitor and maintain this dedication to providing a LifeSimplified™ experience to our members."
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 consistently create exceptional member experiences.
"We are excited to welcome these credit unions to our growing Net Promoter community," said Michelle Bloedorn, CEO of Member Loyalty Group. “Our CUSO was founded to help credit unions develop organization-wide programs to capture, analyze and act on member feedback. Watching participating credit unions achieve their growth, service and financial goals is the best reward. "
These four institutions join the growing list of credit unions now utilizing 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 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 59 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.