Making Members Stick

February 2018: Vol 41 No 2
by Pamela Mills-Senn

Three credit unions share how they earned high Net Promoter Scores and how they use that feedback to improve experience and strengthen relationships.

a wall covered in colorful sticky notes

Measuring member satisfaction has certain limitations. For one thing, high satisfaction doesn’t necessarily translate to loyalty. For another, there isn’t always a strong correlation between satisfaction and other business results measures, says CUES member Michelle Bloedorn, CCE, CEO, Member Loyalty Group, Chicago.

The solution? The Net Promoter Score, or ...

Access is available to CUES members, CUES Director/CCUBE members, CUES Supplier members and to subscribers to Credit Union Management magazine.