CHICAGO — Member Loyalty Group, already well known in credit union circles for its Net Promoter Score, recently released its first Internal Service Benchmark.
The CUSO said its Internal Service Survey program was launched in late 2011 to help credit unions measure, manage and take action on employee feedback. Each participating institution uses the same methodology and asks consistent questions of employees to determine Net Promoter Scores and collect feedback at a departmental level.
"In order to create exceptional service experiences for members, it is crucial that the entire organization is working effectively as a team," Michelle Bloedorn, CEO of Member Loyalty Group, said in a statement. "This internal service survey program allows participating credit unions to accurately gauge how well each department is serving other employees and make changes to strengthen the organization and ultimately improve the member experience."
According to Member Loyalty Group, the benchmark ensures participants understand their scores relative to other credit unions using the same methodology.
The overall internal Net Promoter Score for all participating credit unions averaged 58.32%, with the highest ranked credit union at 69.90% and the lowest 43.03%.
"Comparing your overall NPS and department level scores with others can help your credit union set realistic goals and focus on the areas with the greatest room for improvement," said Bloedorn.
