CHICAGO, IL (March 26, 2014) -- Salal Credit Union ($364 million in assets, headquartered in Seattle, Washington) recently selected Member Loyalty Group’s organization-wide Net Promoter program. 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 create exceptional member experiences consistently.
“Salal Credit Union is absolutely committed to our members and making it easy for them to achieve and maintain financial health,” said Skott Pope, Senior Vice President of Retail Financial Services for Salal Credit Union. “Member Loyalty Group's Net Promoter program gives us the tools we need to ensure that we are making the road to financial health easy by capturing and analyzing member feedback every step of the way."
Salal Credit Union joins 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 53 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®.