SAN DIMAS, Calif. – WesCorp FCU yesterday said it has signed with Satmetrix, co-developer of the Net Promoter customer loyalty system, to develop a loyalty program aimed at its 1,000 credit union members.
Satmetrix will design an organization-wide program for WesCorp that combines its on-demand technology with Net Promoter best practices. When deployed, WesCorp will be able to collect member feedback at each touch point, identify and evaluate the key operational and strategic drivers of loyalty, and prioritize how resources are allocated to improve performance. Real-time data will be distributed to account managers, along with an action plan and tools for them to take the appropriate action that delivers more value to their members.
WesCorp officials said the aim is to use member feedback to generate more member-centric solutions.
Chicago-based Satmetrix recently signed with a new CUSO, The Member Loyalty Group, to develop an industry-wide standard for measuring member satisfaction, which it plans to market to other credit unions.
