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TruMark Financial Credit Union selects Member Loyalty Group’s Member Experience Program

CHICAGO, IL (April 25, 2017) — TruMark Financial® Credit Union ($1.9B in assets, headquartered in Fort Washington, PA) is one of the latest credit unions to select Member Loyalty Group’s Member Experience program based on Net Promoter methodology.

Beyond accurately measuring a credit union’s Net Promoter Score, the CUSO’s member experience program allows credit unions to take action on member feedback so that they can consistently create exceptional member experiences and drive long-term growth.

Member Loyalty Group has grown from serving its six founding credit unions in 2008 to serving over 100 credit unions, many of which are over $1 billion in assets. As more credit unions focus on the member experience, the CUSO plans to continue expanding its resources to meet industry needs.

“Our CUSO was founded to help credit unions develop organization-wide programs to capture, analyze and act on member feedback,” said Michelle Bloedorn, CEO of Member Loyalty Group. “We serve as partners with each of our participating credit unions and I look forward to helping our newest credit union achieve its growth, service and financial goals.”

These 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 Member Experience 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 nearly 100 credit unions, many of which are over $1 billion in assets, across the country.  For more information visit www.memberloyaltygroup.com

About TruMark Financial

TruMark Financial is one of the strongest, most progressive credit unions in the nation, offering a full range of banking, investing, and insurance services to more than 115,000 members in Southeastern Pa.
Founded in 1939, TruMark Financial is headquartered in Fort Washington, Pa., and has approximately $1.9 billion in assets through its 23 branches, Call Center, and a suite of innovative online and mobile banking services. To learn more about TruMark Financial, visit www.trumarkonline.org or call 1-877-TRUMARK. Connect with TruMark Financial at facebook.com/trumarkonline and twitter.com/trumarkonline.

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.

Contacts

Sharon Simpson
240-620-4095
sgsimpsonconsulting@mac.com

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