Is your credit union relevant? Is your credit union providing value to its members? Dr. Laura Brooks, PhD, of...
Mar 31 2010
Exploring Ongoing Member Loyalty: Net Promoter in Credit Unions
It’s well established that credit unions tend to command more loyalty and satisfaction than banks. What’s interesting is how. In Exploring Ongoing Member Loyalty: Net Promoter® in Credit Unions, authors Laura Brooks, Satmetrix and Michelle Bloedorn, Member Loyalty Group, use Net Promoter Scores, credit union case studies, and a cadre of high-performing credit unions to illustrate the how and the why of credit union member loyalty.
This report is both a follow-up to the initial report on the Net Promoter Score (NPS) and credit unions and the result of a noteworthy credit union innovation. Coauthor Michelle Bloedorn used the initial Net Promoter report at her credit union; that report then became the basis of a partnership among several credit unions. And that collaboration spun into an independent credit union service organization (CUSO), the Member Loyalty Group. The credit unions examined here are part of that group.
Report Number 206