MIDDLETOWN, OH (June 10, 2026) |
In a financial services environment where consumers have more choices than ever before, Members of MyUSA Credit Union continue to send a clear message: they see them as a trusted, local financial partner, committed to delivering affordable solutions that help achieve their financial goals.
According to first-quarter 2026 Member experience results, MyUSA Credit Union achieved an average Net Promoter Score® (NPS) approaching 87, placing the organization in what industry experts consider "World-Class" territory for Member loyalty and satisfaction — and aligning with MyUSA’s strategy to become the Affordable, Trusted and Local financial institution of choice.
Net Promoter Score, developed by Bain & Company, measures how likely consumers are to recommend an organization to family, friends, and colleagues following a recent interaction. Scores above 80 are generally considered exceptional and are achieved by only a small percentage of organizations across industries.
For MyUSA Credit Union, leadership views the results as more than a score.
"We see this as a reflection of trust," said Jim Miles, President and CEO of MyUSA Credit Union. "Our Members are telling us they value the relationships we've built together. They trust us to provide guidance that is not only reliable, but also affordable and tailored to their lives. That trust is something we never take for granted, and it motivates us to continue improving how we serve our Members every day."
Rhonda Sheets, President and CEO of Support EXP, the Member experience partner that helps organizations measure and translate customer and Member feedback into action, says MyUSA's results represent more than strong service performance.
"Organizations often view Member experience as a service metric. The strongest institutions recognize it as a growth asset. MyUSA's results indicate that Members trust the organization, value the relationship, and are willing to recommend it to others. That level of advocacy is difficult to earn and even harder to sustain. It creates opportunities that extend far beyond survey scores, supporting stronger relationships, greater loyalty, and future growth."
The results come from Member feedback collected across multiple service channels and interactions, including lending, branch visits, contact center experiences, and digital engagement.
In addition to achieving world-class loyalty scores, MyUSA Members consistently reported that doing business with the credit union is easy, efficient, and personalized — key indicators that Member needs are being met throughout the organization. Members also expressed confidence in transparent pricing, local decision-making, and consistent guidance, pillars of MyUSA’s Affordable, Trusted, and Local approach.
"As financial services continue to evolve, Member experience has become one of the strongest differentiators available to community-based financial institutions," Miles said. "Our goal isn't simply to create satisfied Members. It's to build relationships that help people succeed financially over the long term."
Serving communities throughout Southwest Ohio, MyUSA Credit Union offers a full range of financial services including mortgages, auto loans, credit cards, home equity products, savings and checking accounts, business services, and wide array of digital banking and service solutions.
Leadership credits the achievement to a combination of personalized service, local decision-making, community involvement, and a culture committed to helping Members achieve financial success. This culture is centered on a simple focus: being Affordable, Trusted, and Local in every interaction.
Looking ahead, MyUSA plans to build upon its strong Member experience foundation by continuing investments in technology, financial education, personalized service, and community engagement initiatives.
"We are proud of these results," Miles added. "But more importantly, we're excited about what they represent. Every recommendation, every positive experience, and every relationship built creates an opportunity to serve more people, strengthen our communities, and help more families achieve financial confidence."