Loyalty Leaders Yield 43% Higher ROA

Have you ever wondered what the ROI is of your credit union’s Member Experience Program? Or, if there is a link between major investments in member experience and financial results?

Having collected over 5 million member surveys in the past 10 years for more than 100 credit unions, Member Loyalty Group has gained some insights about the link between Member Experience programs based on loyalty scores and financial performance.

The link between loyalty scores and higher ROA becomes clearer as you compare the top performing MLG participants (Loyalty Leaders who score in the top third of all participating credit unions) with mid-range and lower performers.

NOTE: As we analyzed the data, we found no correlation between loyalty scores and asset size.


Learn more about how higher loyalty scores are linked to membership growth, checking account penetration, net income and expenses by requesting a complimentary copy of our new report or contacting us at [email protected]