Members Loyalty Group will utilize PSCU Financial's outbound call services to conduct phone surveys, which, in collaboration with the mail and e-mail surveys the CUSO already uses, will provide credit unions with member loyalty data using the Net Promoter Score, a metric that measures how effectively credit unions and employees serve members. With outbound call services, Member Loyalty will track responses while finding out why the member would or would not recommend the credit union.
"The financial landscape changes on a daily basis, leaving consumers looking for security and consistency," said Peter Schmitt, executive director of PSCU Financial. "Credit unions stand out because of their focus on member service, making it vital that each credit union know what they are doing right and wrong."
St. Petersburg, Fla.-based PSCU Financial implemented the NPS metric internally several years ago, according to Michelle Bloedorn, executive director of Chicago-based Member Loyalty Group.
"PSCU Financial will help us provide the same phone survey services that
large corporations utilize, but in an
affordable and customizable manner," said Bloedorn.