Credit Union Loyalty Benchmark Increases Two Points over Q4 2018

Member Loyalty Group’s credit union industry loyalty benchmark increased more than two points in Q1 2019. According to the CUSO’s exclusive quarterly report, the Credit Union Industry Average Relationship NPS© was 60.41. This score remains high compared with banks’ overall average of 35, according to the 2019 Satmetrix report.



The full Q1 2019 benchmark overview report also contains NPS scoring for specific areas of business, including call center, digital banking, new member experience and more. To request a complimentary copy, please contact us at [email protected].

About Member Loyalty Group

Member Loyalty Group is a CUSO formed by leading credit unions in 2008 to develop a common member loyalty benchmark for the credit union industry and is the 2012 winner of NACUSO’s Collaboration & Innovation Award.  The CUSO has an exclusive relationship with Satmetrix, the Net Promoter® company, to provide credit unions with the most effective tools for managing a Net Promoter® program to collect and act on member feedback that increases loyalty, growth and retention.   Member Loyalty Group serves over 135 credit unions, many of which are over $1 billion in assets, across the country.

About Net Promoter®
Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.

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