The Link Between Member Experience and Financial Performance

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

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

Having collected more than 8 million surveys on behalf of more than 170 credit unions over the years, Member Loyalty Group has gained key insights about the link between loyalty scores and financial performance.

In our latest report, 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. The results are clear – investing in the member experience pays off in ROA, membership growth and more. .

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