Member Loyalty Group


Choosing the right metrics

Our program offers a range of metrics that measure and assess the member experience in different ways. We’ll help you identify the best approach to achieve your credit union’s specific goals. We also benchmark our data each quarter so you can see how you’re doing — where you excel or where improvement may be needed.

Loyalty leaders yield
53% higher
net income per member

NPS® (Net Promoter Score)

A powerful indicator of overall loyalty to a brand. NPS centers around the question, "How likely are you to recommend Credit Union XYZ to a friend, family member or colleague?”

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

Overall Satisfaction (OSAT)

This is a one-time, in-the-moment rating of how satisfied members were with a service or transaction.

Member Effort Score (MES)

This measures the ease of a specific task or transaction — how much effort is required from members to use a particular channel, apply for membership, open a new account, etc.

Experience Attributes

Experience-specific attributes are other questions on a survey not unique to NPS, CSAT or MES. Typically, these are statements that are rated on a 0–10 scale and shown as averages. For example, “I received prompt service.” These attributes can help uncover what's influencing NPS, CSAT, or MES scores to go up or down. They are also valuable for agent-level coaching or specific improvement strategies.

Contact us

Find out how you can become a loyalty leader or keep building on the gains you’ve already made. Explore the services and assistance available to you from Member Loyalty Group.