About Us

Member Loyalty Group was established to solve a common credit union problem – measuring, managing and taking action on member feedback.

To provide that measurement across the credit union industry, and to do so in a collaborative fashion, Membership Loyalty Group cemented an exclusive partnership with Satmetrix and other industry leaders. Today, that partnership, along with the financial backing from participating credit unions, has established a consistent, trustworthy benchmark using the Net Promoter Score™.

What is Net Promoter Score™?

Let’s start from the beginning. Net Promoter Score, co-developed by Satmetrix is both a loyalty metric and a discipline for using customer feedback to fuel growth. In the case of credit unions, the Net Promoter Score (NPS), is a straightforward metric that holds credit unions and front line staff accountable for how they treat all members. Employees at all levels of your credit union can quickly and easily see member feedback (positive or negative) and (here’s the best part) do something about it.

Program elements include:

Perception is Reality

Positive or negative, what one member perceives as true about your credit union is what his or her friends and family will believe to be true as well – even if it isn’t. Therein lies the beauty of an open standard member loyalty program designed to give you and your team instant feedback from the real world.

Drives Results

Certainly, you have the tools in place right now to act on member concerns and issues, including a great front line staff, online and offline member channels, and a management team eager enough to push for a culture transformation. The only problem is, your data is likely outdated by the time it gets to anyone who can make a difference. Net Promoter is different.

Loyal Members Are More Profitable

Easily adapted to your organization, the Member Loyalty Group program is designed to improve loyalty behaviors, growth and success by combining organizational alignment with system infrastructure and process integration. Long story short, this program delivers member feedback in nearly real time.

Learn more about Member Loyalty Group and Net Promoter today. We’ll show you how to improve loyalty and your credit union’s growth.

Data Requires Discipline

Access to immediate member feedback is a powerful tool. With our program you can take that data further using industry benchmarks to gauge just how member-centric your organization really is. Once you know that, you can get to work to boost your scores as well as overall member loyalty.

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.