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What Measures Matter for Member Experience?

By Michelle Bloedorn, CEO of Member Loyalty Group This blog was originally published on Almost every day I read about a new, “perfect” measure that will be the “North Star” to use toward understanding our members—to make them happy, loyal, and profitable. You may have heard of some of these: satisfaction, net promoter, member […]

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The Top 3 Drivers of Member Loyalty

By Michelle Bloedorn, CEO of Member Loyalty Group People often ask us what really drives member loyalty. After collecting 3 million member feedback surveys on behalf of our participating credit unions, we’ve learned that there are three key factors that help drive loyalty. As you can see in the chart below, the three key drivers […]

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Setting 2017 Goals for Your Member Experience Program

Every year at planning time, we receive numerous phone calls from participants and non-participants with questions about setting goals for their Member Experience Program and Loyalty or Net Promoter Score.

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Q1 2016 Credit Union Benchmark Released

As of 1st quarter 2016 data, the Credit Union Industry Average Relationship NPS© improved slightly to 60.85 compared with banks’ overall average of 35, according to the 2015 Satmetrix report.

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Our program allows you to consistently create WOW experiences for your members and differentiate your credit union from other financial institutions.


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