WASHINGTON — Callahan & Associates' Return of the Member (ROM) Index attempts to measure the value credit unions provide to members.
The three core components are Return to Savers, Return to Borrowers, and Member Service Usage. While the first two are self-explanatory, the third needs some explanation.
Member Service Usage measures how efficiently a credit union provides and promotes services to its members. The leaders in this category are those credit unions that have a high number of core account relationships with their members. Measuring the productivity of employees using revenue generated per dollar of salary and benefits helps to capture the staff involvement in member activity.
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