Louisiana Federal Credit Union Implements Member Loyalty Group’s Organization-Wide Net Promoter Program

Sharon Simpson

Chicago, Illinois (July 9, 2012) – Louisiana Federal Credit Union ($157 million in assets, headquartered in Laplace, LA) recently went live with Member Loyalty Group’s organization-wide Net Promoter program. Unlike simply tracking a credit union’s Net Promoter Score, the solution’s role-based dashboards provide a fresh stream of member feedback directly to the staff members who can take action.

“The sophisticated tools we can access through Member Loyalty Group put timely data at our fingertips so we can enhance and grow our member relationships.  Service is what differentiates us, but rarely do credit unions quantifiably measure it,” said Mia Perez, Chief Administrative Officer. “The solution is also based on a rigorous data collection process that all participating credit unions follow, which makes a reliable industry benchmark possible.”

Louisiana FCU joins the growing list of credit unions now offering Member Loyalty Group’s solution. Member Loyalty Group is the winner of NACUSO’s 2012 Collaboration & Innovation award and has an exclusive partnership with Satmetrix, one of the co-creators of the Net Promoter Score. All participants are provided with detailed, quarterly benchmark reports to help measure their performance vs. their peers.

“We are pleased to welcome Louisiana Federal Credit Union to our participant community,” said Michelle Bloedorn, CEO of Member Loyalty Group. “The credit union’s management team shares the same vision that propelled our founders forward:  to have access to world-class tools to manage their Net Promoter program more effectively and a trustworthy benchmark for the industry to track progress.”
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.  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
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®.

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