The Link Between Member Experience and Financial Performance

Focusing on the member experience feels like the right thing to do, but does it really impact bottom-line results? Yes!

With a robust benchmark consisting of over 8.5 million surveys from over 160 credit unions, Member Loyalty Group has been able to consistently quantify the linkage that exists between loyalty metrics and financial performance. Our analysis shows that credit unions that invest in the member experience consistently outperform the industry in key financial performance metrics. See the impact on earnings, asset quality, growth, and product participation.