CHICAGO–The Net Promoter Score among employees of credit unions participating in an ongoing survey rose over the same survey conducted earlier this year.
According to the CUSO Member Loyalty Group, its Fall 2015 Benchmark report found the overall Internal Net Promoter Score for all participating credit unions increased to 70.46 from 67.23 in Spring 2015.
The increase was driven by two-thirds of the credit unions increasing their scores by focusing on improvement across the organization, according to Member Loyalty Group.
"Many credit unions require their departments to create action plans for improvement based on the feedback received and communicate those plans across the organization, which helps establish accountability," shared Jake Foreman, program director, in a statement. "Some credit unions have even created service level agreements within each department. Additionally, many credit unions are setting goals around internal NPS and holding department managers accountable to these goals."
CEO Michelle Bloedorn added, “This internal service survey program allows participating credit unions to accurately gauge how well each department is serving other employees and make changes to strengthen the organization and ultimately improve the member experience.”
The benchmark also ensures that participants understand their scores relative to other credit unions utilizing the same methodology, the company said.
The chart below shows the broad range of overall scores by credit union.