Diana Dykstra is perhaps the earliest adopter of the Net Promoter Score. She read Fred Reichheld’s Harvard Business Review article “The One Number You Need to Grow” and decided that asking her members the ultimate question – will they recommend the credit union – was paramount to the firefighters she serves.
One look at her credit union’s website and you can see she’s serious about member feedback. On the front page she invites members to email her directly with any questions and concerns. If you’ve ever been to dinner with Diana you know her member/owners come first. She responds immediately, 24/7 to any issue. If you think about, so do her members.
It was a natural for Diana and San Francisco Fire to partner with five other credit unions to form the Member Loyalty Group, and to bring the credit union standard to the movement.
