Going Back to Basics can Help Deliver a Great Member Experience

Member Loyalty Group’s credit union industry New Member Experience benchmark reached a new high in Q2 2019. According to the quarterly report, the average New Member Experience NPS® is now 74.40, up from last quarter’s previous high of 74.09. 

A positive experience when becoming a member can go a long way toward creating long-term member engagement. But how is this achieved? Many credit unions are going back to basics to ensure a smooth onboarding process. They’ve abandoned cross-selling products in favor of helping members set up direct deposit and account access on their digital devices. One member experience manager visits her CU branches regularly to see them through the members’ eyes. Is the branch clean? Are employees attentive and welcoming? Does the space allow enough privacy for members to feel comfortable?

Little details can have a big impact on Overall Satisfaction and NPS scores. To request a complimentary copy of the full Q2 2019 Benchmark Overview report, which contains benchmarks for other areas of business including digital banking, call center and more, click below.

About Member Loyalty Group
Member Loyalty Group is a CUSO formed by leading credit unions to develop a common member loyalty benchmark for the credit union industry. We provide credit unions with the most effective tools for managing a Member Experience program. With our in-depth knowledge of the industry, we go beyond NPS to offer expert advice based on experience and best practices. Ask us about member effort scoring, comment coding benchmarks, goal setting and more.

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