Guides & Reports

Loyalty, member relationships and financial linkage in the credit union industry


What is the financial impact of my credit union’s member experience program?

This is a question we hear often from credit union Chief Executive Officers, especially those who are considering making major investments to proactively manage the member experience.

Having collected more than 5 million surveys on behalf of more than 125 credit unions during the past 11 years, Member Loyalty Group has gained key insights about the link between loyalty scores and financial performance.

In this guide, we compare key financial performance indicators of our participating credit unions (committed to improving the member experience) with the industry average for all credit unions with more than $100M in assets. Participating credit unions were broken into three groups, based on their performance on a Relationship Net Promoter® survey.

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