HARRISBURG, Penn.—For the third consecutive quarter, Pennsylvania State Employees CU has been named Best in Class for its Net Promoter Score.
In the credit union category, PSECU achieved an NPS of 80, the same total as it received in Q2. The industry average is 60.
The $4.4-billion PSECU also earned Best in Class for its remote service (online and mobile) systems, as well as for the overall ranking.
PSECU’s rankings for the other channels: branch (84%), call center (82%) and new product (84%).
“For new members we came in at 67%, and we’re working this,” said CEO Greg Smith. “We also plan to reach out to the credit union that earned the highest ratings in this channel, to see what we can learn from their experience. We’re in the process of rebuilding our new member application system.”
As Smith explained earlier in the year, PSECU views a Net Promoter “dashboard” were the CU can see in almost real-time how members are rating the credit union.
“We make a special effort to reach out to the lowest scoring members (detractors) to find ways to resolve a problem,” said Smith. Managers in different units monitor the dashboard for comments each day and reach out to members when a problem is identified.”