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Case Study: How BECU Transformed their Mortgage Loan Experience

The Situation: Lorraine Stewart joined BECU ($22.7B, Tukwila, WA) as the Vice President of Mortgage Lending in January 2014. In her words, the mortgage business at this time was ‘on fire’. Application volume was high, wait times were long, and team morale was falling. More, NPS scores going into that year were down to 45.22. […]

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Credit Union Industry Q1 2020 Loyalty Benchmark; COVID-19 Member Feedback 

Member Loyalty Group’s latest credit union industry benchmark report has been released. As a CUSO formed with the goal of helping credit unions manage and elevate their member experiences, MLG publishes the report each quarter to track loyalty score trends in the industry.  The Q1 report contains data through March 2020, so it’s still too early to provide […]

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Business as Unusual: Member Feedback During the COVID-19 Crisis

Member Loyalty Group, using the Callahan & Associates platform, recently led a webinar titled “Business as Unusual: How Credit Unions and Members are responding to the COVID-19 crisis”. This well-attended webinar featured guest speakers Dave Larson, CEO of Affinity Plus Credit Union, and Natalie Reggio, Member Service Specialist, Credit Union of Southern California. Key takeaways […]

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Credit Union Industry Q4 2019 Loyalty Benchmark Released

Plus, new program enhancements on the way for MLG. Member Loyalty Group’s latest credit union industry benchmark report has been released. As a CUSO formed with the goal of helping credit unions manage and elevate their member experiences, MLG publishes the report each quarter to track loyalty score trends in the industry.  Member Loyalty Group is also excited […]

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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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