WILMINGTON, N.C. — Glatt Consulting LLC has released its new Net Promoter consulting solution for credit unions.
The solution is designed to help plan for and deploy a member satisfaction program, with the aim of replacing member survey for some credit unions. Net Promoter is a system of tracking the overall satisfaction of an institution's customers or members and how likely those people will be to recommend the institution to their friends and family.
The basic concept of Net Promoter is to ask members whether they would recommend the credit union to a friend, then track their responses as a score. After aggregating a number of responses, the percentage of promoters, which are those that would make the recommendation, and the percentage of detractors are calculated. The detractor percentage is subtracted from the promoter percentage. A positive score is indicative of satisfied members, though there is much to interpret depending on the size of the net number, according to Glatt Consulting (www.glattconsulting.com).
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"Every credit union, regardless of size, can put the Net Promoter system in place," said Thomas Glatt Jr., son of Continental FCU CEO Thomas Glatt, said. "Yet, the quality of data and what it can tell you about your service efforts is extremely powerful. Because of its simplicity, Net Promoter encourages active analysis and discussion of the survey data on nearly a day-to-day basis."
Net Promoter is a free-to-use concept that any organization can deploy on their own, without outside assistance, Glatt said.
"Net Promoter is indeed free to use," Glatt emphasized. "What our new consulting program offers is guidance and planning for credit unions interested in launching Net Promoter. As with any adoption of process, credit unions have to think through a myriad of scenarios prior to deployment."
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