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. […]
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 […]
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 […]
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 […]
Setting goals for a Member Experience Program can be challenging. A goal that’s too low or lofty can impact long term buy-in for your program. Download our annual Goal Setting Guide to learn how loyalty leaders approach goal setting and how utilizing benchmark data can help direct the process.
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 […]
After collecting over 5 million member surveys in the past 11 years for more than 125 credit unions, Member Loyalty Group has gained key insights about the link between Member Experience programs based on loyalty scores and financial performance. The latest data shows a clear correlation between loyalty scores and higher ROA as you compare […]
Comment coding is a huge challenge for most organizations today. It’s time consuming, labor intensive, and expensive. For these reasons and more, Member Loyalty Group launched Automated Comment Coding. According to Member Loyalty Group Chief Program Officer Jake Foreman, this automated tagging service allows credit unions to quickly and accurately gain an abundance of knowledge […]
Member Loyalty Group’s credit union industry New Member Experience benchmark reached a new high in Q1 2019. According to the quarterly report, the average New Member Experience NPS® is now 74.09. So what’s fueling the upward trend in new member experience? We posed this question to Elevations Credit Union of Boulder, CO as they’ve seen […]
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 […]