Scoreboard roundup — 11/30/18

first_img Written by December 1, 2018 /Sports News – National Scoreboard roundup — 11/30/18 FacebookTwitterLinkedInEmailiStock(NEW YORK) — Here are the scores from Friday’s sports events:NATIONAL BASKETBALL ASSOCIATIONPhiladelphia 123, Washington 98Detroit 107, Chicago 88Utah 119, Charlotte 111Boston 128, Cleveland 952OT Memphis 131, Brooklyn 125Oklahoma City 124, Atlanta 109Miami 106, New Orleans 101Houston 136, San Antonio 105Orlando 99, Phoenix 85L.A. Lakers 114, Dallas 103Denver 113, Portland 112NATIONAL HOCKEY LEAGUEOT Florida 3, Buffalo 2Washington 6, New Jersey 3OT Anaheim 2, Carolina 1Calgary 4, L.A. Kings 1OT St. Louis 3, Colorado 2TOP 25 COLLEGE FOOTBALL(10) Washington 10, (17) Utah 3TOP 25 COLLEGE BASKETBALL(9) Michigan St. 78, Rutgers 67(22) Wisconsin 72, (14) Iowa 66Radford 62, (17) Texas 59(21) Buffalo 96, Milwaukee 77(25) Mississippi St. 65, Dayton 58Copyright © 2018, ABC Radio. All rights reserved.center_img Beau Lundlast_img read more

Missing Bean needs major hygiene improvements, says FSA

first_imgThe Missing Bean, the popular coffee shop on Turl Street, has received a food hygiene rating calling for “major improvements” from the Food Standards Agency.The food hygiene rating is a system managed by the Food Standards Agency (FSA), a government body which awards ratings out of five for “standards of food hygiene found on the date of inspection”. It indicates that any organisations receiving a rating of two or fewer require improvement: The Missing Bean received one out of five. The inspection took place in November 2013.When asked by Cherwell, the FSA commented that a rating of one out of five would be awarded for a wide range of problems, from “evidence of widespread pest infestation” to “inadequate temperature control for high-risk foods. ”However, The Missing Bean stressed that its problems were of a different nature. According to the owner, “the rating of one star is because of the state of the building and doesn’t concern the food side.” The coffee shop also noted that improvements, such as fixing the walls in the basement, have been made since the inspection, and claims that the FSA, “has said that once [they]have made the changes it can guarantee a four or five star rating.”The FSA is a non-ministerial government body which was established in 2001 to protect public health. It rates every company selling food in England, Wales and Northern Ireland.Student reaction to the FSA’s report on The Missing Bean has been mixed. One frequenter of The Bean expressed disapproval, commenting, “Frankly I’m disturbed – I visit The Bean regularly and I’ve always thought that it was clean and hygienic, but I don’t think I’ll be going as often until it improves.”Yet despite some concerns, many students were less worried. Unfazed by the FSA’s verdict, one Pembroke third year observed that, “the best coffee comes from digested animal waste… so long as their coffee continues to be delicious, I wouldn’t care if they were cycling it through their own digestive tracts.”Thomas Cranshaw, a Lincoln medic, expressed his surprise at the rating. He said, “I’ve always found the Bean to be clean and hygienic. I’ve never had any problems with any of my food from there, nor heard of anyone else getting ill… It’d be good if they improved it but this won’t be altering my Beaning habits.”Oxford has a large number of institutions that score poorly with the FSA. According to its website,132 businesses in Oxford City have a rating of two or less, meaning that over one in ten food vendors have been told to improve hygiene standards.In the last year, other organisations given a rating of one out of five included Oxford Rendezvous, the Organic Deli, and Freud’s in Jericho.Arzoo was given a rating of zero, meaning “urgent improvement necessary” in a report from October 2012.last_img read more

Aqueous Shares Recent Denver “Warren In The Window” Jam As Part Of “Jam Of The Week” Series [Listen]

first_imgAs Aqueous continues their co-headlining trek with BIG Something, the Buffalo-native quartet has shared the second installment in their newly launched “Jam of the Week” series. The latest Aqueous Jam of the Week comes in the form of the 15+ minute “Warren In The Window” from their performance last weekend at Denver, CO’s Cervantes’ Masterpiece Ballroom.INTERVIEW: Aqueous’s Mike Gantzer Recaps 2018 Highlights, Prepares For All-Improv SetAs Aqueous guitarist/vocalist Mike Gantzer says of the jam in question, “I love when we’re in these languid pockets of groove when we improvise, and [bassist] Evan [McPhaden] and [drummer] Rob [Houk] really lock in together-it’s an ebb and flow thing. ‘Warren in the Window’ from last week’s Denver show has that vibe going on big time, and [guitarist/keyboardist] Dave [Loss] really gets after it on the solo, too.”“Warren In The Window” – 2/17/19Setlist: Aqueous | Cervantes’ Masterpiece Ballroom | Denver, CO | 2/17/19SET ONE: Kitty Chaser (Explosions), Realize Your Light > Warren in the Window, Welcome to Paradise1, Numbers and Facts, Don’t Do It > Mice > Don’t Do It, Rosanna2 3ENCORE: Uncle Phil’s Parachute > Short People4 > Uncle Phil’s ParachuteNOTES:1 ft Mikey Carrubba of Turkuaz2 ft Nick MacDaniels, Jesse Hensley, Josh Kagel, Ben Vinogard, and Casey Cranford of big Something3 Toto cover, Aqueous debut4 InstrumentalYou can download the entire show via and BIG Something continue their tour this weekend with stops in Seattle, WA (2/22) and Bend, OR (2/3). For a full list of Aqueous’ upcoming tour dates, head to the band’s website here.last_img read more

Students bring fresh perspective to environmental issues

first_imgWhen Evan Sandhoefner ’17 was hired as a research assistant in December 2014, he wasn’t planning for it to turn into research and co-authorship of a paper about climate change, labor productivity, and global poverty.Sandhoefner, a junior studying economics and computer science, was one of the 25 undergraduates who received summer funding from the Harvard University Center for the Environment (HUCE) for research focusing on energy and the environment.Each year HUCE awards funding to promising students who have an interest in working with faculty members and their research groups. Once again their research covered a wide range of topics — from growth limitation in New England’s forest trees to housing and air pollution — drawing undergraduates in concentrations from environmental science and public policy to East Asian studies.Evan Sandhoefner ’17 (above) worked with HUCE Director Daniel Schrag and Jisung Park, a Ph.D. candidate in economics, on his project. Rose Lincoln/Harvard Staff PhotographerSandhoefner partnered with HUCE Director Daniel Schrag, a professor in the Department of Earth and Planetary Sciences and the John A. Paulson School of Engineering and Applied Sciences (SEAS). He also worked closely with Jisung Park, a Ph.D. candidate in economics in the Graduate School of Arts and Sciences and a President’s Climate Change Solutions Fund grant recipient.Sandhoefner’s assignment: to gather cross-sectional data on wealth, occupation, and climate for 52 developing countries, some 700,000 households. The goal was to map the experiences of people who oftentimes contribute least to climate change and yet who will suffer the greatest damage from it. For Sandhoefner, the project was challenging but never lacking interest.He compiled information from numerous sources, and while he admitted that building the data set was a time-consuming process, it kept him continually engaged in the larger vision of the project.“There’s a seemingly endless amount of work to do with a data set as complex as this,” he said. “There are little changes you can make to the models and results will come out slightly differently, and we get to ask, ‘Why is that?’”Rising senior Louise Eisenach will use the experience gained from her HUCE fellowship to lay the foundation for what will become her senior research project. Eisenach worked with SEAS Professor Michael Aziz on his groundbreaking flow battery design, which is showing promise for storing electricity from renewable energy sources.Under Aziz’s direction, Eisenach worked to establish methodologies for testing the performance of commercially available membranes with the flow battery. Given the unique characteristics of the battery’s design, it was necessary to develop a deeper understanding of how the membranes would perform in the battery.“My research this summer has influenced my interest in the energy sector and has helped to provide me with some direction for my job search,” said Eisenach. “I am interested in staying in the science and technology sector and plan to look for jobs where I can work on sustainable and renewable energies.”Jisung Park was also a President’s Climate Change Solutions Fund grant recipient. Rose Lincoln/Harvard Staff PhotographerAsking different questions was what Jason Kwon ’16, a government concentrator, did. Kwon, who was provided funding to assist Professor of Government Dustin Tingley with his research on the political and social response to environmental problems, focused on gathering data from developing countries on differences in response to environmental problems, for example, the number of Europeans and Americans even believe in climate change. (A lot more Europeans.)“I’m more of a political science guy, so combining that with my interest in sustainability through studying the politics of the environment was a lot of fun for me. It’s a growing field, and I learned a lot through my research this summer.” Kwon said.Over the summer, Kwon spent much of his time doing quantitative analysis, creating graphic maps of results by country, and tracking the changes in politicians’ stances on climate change throughout their campaigns. Kwon was continually surprised to learn just how real the issues were, and how low concern about them seemed to be. He laments that, “In the U.S., not a huge percentage of citizens care about environmental issues compared to other developed countries. There’s a huge gap.”But the gap in interpersonal awareness of the issues is, hopefully, shrinking, especially in the university setting. Sandhoefner states beautifully what his experience has taught him about that lack of response in the United States: “Especially in the U.S., which is wealthy and has [a] fairly good climate, we are insulated in a lot of ways from where these real things are going to happen. So here, when you ask, ‘What’s the big deal about climate change?’ It’s hard for people to grasp.“We need to look deeply at what the damages are and who it will affect,” he added.While Sandhoefner, Eisenach, and Kwon’s projects undoubtedly contribute to the growing information on climate change and energy — and provide valuable research experience to students exploring future careers in those fields — they also affect life on a daily basis. Their influence can be seen in the dining halls and Houses where peers from vastly different disciplines and backgrounds learn from each other. Kwon will often share his experience and remind friends that they have the capacity and responsibility to affect environmental issues. The opportunity is not lost on Sandhoefner, either, and he often talks to peers about his research.“It’s pretty effective because Harvard students are smart,” he said. “That doesn’t mean they know everything or have read the science behind climate change, but when it’s presented to you, you think about it. In some cases something as simple as having a conversation can lead to pretty powerful change.”Visit the Harvard University Center for the Environment to learn about more opportunities.— Colin Durrant contributed to this story.last_img read more

From one dreamer to another

first_img Related A pathway to success Allston-Brighton coalition combines groups’ talents to help local residents improve their lives and prospects She hailed from Venezuela. He came from Ecuador. She found a job as a cashier at Harvard Business School’s cafeteria because she spoke English. He didn’t know the language and got a position as a custodian at the Harvard John A. Paulson School of Engineering and Applied Sciences (SEAS). Along the way, their paths crossed, and they recognized each other’s fears, dreams, and ambitions. But mostly they bonded over their eagerness to make the most of their potential.And so they did.Over 15 years, Monica Tesoriero built on her start in the cafeteria to become manager of overseas financial operations and the faculty grants program at the David Rockefeller Center for Latin American Studies (DRCLAS). A few weeks ago, she was hired as the new director of administration for the Edmond J. Safra Center for Ethics, where she will supervise five employees and manage the center’s budget.Kalan Chang cleaned classrooms, bathrooms, and offices at SEAS from 2006 to 2010, when he joined the Rockefeller Center as an office and events assistant. In mid-September, he was promoted to take over Tesoriero’s position.The passing of the baton from Tesoriero to Chang highlights Harvard’s efforts to offer workers the means to make their way up the socio-economic ladder. But it is also a testament to the workers’ own aspirations, hard work, and grit. Both Tesoriero and Chang relish their rise from humble beginnings as they look forward to the next challenge.“I have always been a dreamer,” said Tesoriero, who came to the United States in 2000 looking for a better future for herself and her 8-year-old son. “When I first came to the United States, I was a single mom, I had zero money, but I dreamed of being independent, owning a house, getting an education, and achieving the American dream. I always knew I wanted something better.” So did Chang, who was 18 when he started at SEAS, a year after arriving in the United States from his native Ecuador, where his family struggled to make ends meet. From his new office in a modern-looking building of rounded glass and terracotta on Cambridge Street, Chang administers the financial operations of three offices and four programs overseas. On his way to work, he often walks by the building he used to clean, and realizes how far he has come.“I was scared because I didn’t speak English or have any work experience,” said Chang, whose father immigrated to Ecuador from China in the mid-1950s, escaping from the Cultural Revolution. “But I wanted to learn English, go to college, and I was willing to work hard to achieve my goals.”While Tesoriero and Chang take pride in their achievements, they also credit the Harvard Bridge Program, which offers English as a second language (ESL) and general educational development (GED) classes, computer training, office internships, and citizenship preparation to workers who want to advance their careers. They both took advantage of mentoring, career development, and internships that gave them office experience.Tesoriero finished her GED, took computer classes, and did a data-entry internship with the Office of the Assistant to the President, which helped her apply for an office job at DRCLAS a decade ago. She earned a bachelor’s of liberal arts, with a concentration in social sciences, through Harvard Extension School, graduating cum laude.Helped by ESL lessons and computer training, Chang earned a bachelor’s in government, with minors in accounting and Spanish, also through the Extension School. Chang obtained his U.S. citizenship through the Bridge Program.Carol Kolenik, the founder and director of the 17-year-old program, takes success stories to heart. Open to all University workers, the program benefits around 500 entry-level employees, from custodians to parking attendants to postdoctoral fellows.“The program believes that everybody deserves a chance, that the College is not only about faculty and students,” said Kolenik. “It’s also about the staff, people who wear uniforms and name tags, who are so hardworking, dedicated, and committed to improve their lives. We give them training, mentoring, and connections, and they do the rest.”Chang said he owes a debt of gratitude to Tesoriero, who mentored him since his arrival at the Rockefeller Center. “She was always behind the scenes, encouraging me to take more responsibilities,” he said.Tesoriero said gratitude for the Bridge Program compelled her to give back. “They were always there, celebrating my victories, pushing me to do more and better,” she said. “They’re like family.”Tesoriero, who will pursue a master’s degree in leadership and administration at Boston College next spring, said she’d like to mentor people to help them improve their lives and ensure they have access to educational opportunities.“I didn’t want to be a cashier for the rest of my life,” she said. “Looking back at where I came from, mine has been an unlikely journey, but it was possible because I’ve worked hard but also because I found mentors who believed in me.”Chang couldn’t agree more. “I was very lucky,” he said. “I found so much support. It has been a long journey but I still have a long way to go.”last_img read more

Odds & Ends: Hamilton Goes Double Platinum & More

first_imgViola Davis Working With ABC on New ShowTwo-time Tony winner, Emmy winner and 2017 Oscar frontrunner Viola Davis is developing a single-camera comedy, The Zipcoders, for ABC. According to The Hollywood Reporter, the late 1960s-set show will follow a group of Texas-based African-American teens who want to form a band like The Beatles. Davis and her hubby, Julius Tennon, came up with the idea for the potential series, which will be written by Marshall Todd (Barbershop).Sierra Boggess & More to Honor David Hyde PierceSierra Boggess, Tyne Daly, Billy Porter, Bebe Neuwirth, F. Murray Abraham and Christopher Sieber are just some of the stars that have boarded the lineup for the 33rd Annual Drama League Centennial Musical Celebration of Broadway. The previously reported event, which will honor Tony and Emmy winner David Hyde Pierce, is scheduled to take place at The Plaza on November 7 in New York. How do we get to be a fly on the wall?Will & Grace Revival in the Works?After reuniting to encourage folks to show up to the polls, Will, Grace, Karen and Jack might return to the small screen. According to The Wrap, NBC is in early negotiation stages to bring back Will and Grace. The site also learned that the set used for the recent skit was kept intact for possible use in future sketches or full episodes. If it all works out, we’d have Tony nominee Sean Hayes and fellow Broadway alums Debra Messing, Eric McCormack and Megan Mullally singing with Patti LuPone, ordering gin with Bernadette Peters and more once again. Fingers crossed!Nathan Lane on What John Slattery Looks Like NakedNathan Lane, John Goodman and John Slattery are currently headlining The Front Page and the trio recently stopped by The View to talk about the Broadway revival. “It’s an odd mixture of dark comedy, melodrama and then my character shows up and it starts to veer towards farce,” said Lane, before going on to affectionately tease Slattery about how he looks naked. The word “elbow” will never be the same again. Check out the fun video below; Ben Hect and Charles MacArthur’s classic is playing at the Broadhurst Theatre. Here’s a quick roundup of stories you may have missed today. Hamilton Goes Double PlatinumAs we all know by now, history has its eyes on Hamilton. Lin-Manuel Miranda’s enormous hit tuner’s latest milestone? The production’s Grammy-winning original cast album has been certified Double Platinum, which means it’s sold more than two million copies. The record’s remarkable success has seen it peak at number one on Billboard’s Rap Album Chart and at number three on the Billboard 200 Chart. Wicked was the most recent cast album to achieve Double Platinum status. Related Shows View Comments ‘Hamilton'(Photo: Joan Marcus)center_img Hamilton The @HamiltonMusical Original Broadway Cast Recording has been certified Double Platinum. #Hamiltunes— Hamilton (@HamiltonMusical) October 27, 2016 from $149.00last_img read more

Vermont Coffee Company raises $1,000 for temporary shelters

first_imgAs part of a shift in its donation policy, Vermont Coffee Company conducted two local fundraisers for area homeless shelters over the past week.  We are directing our resources towards helping our neighbors, said Paul Ralston, owner of the company.  Over back-to-back weekends, a total of $667 was raised for the Committee on Temporary Shelter (COTS) and the John Graham Emergency Shelter.  Ralston topped up that amount to an even $1,000.Staff from Vermont Coffee Company traveled to events at Burlington s City Hall Park and Castleton College and served iced-coffee shakes to attendees.  Donations were collected in these Shaking for Shelter promotions.  According to Deborah Bouton, Community Service Director at COTS, even small donations are important.  For as little as $15, we can provide a night of emergency shelter for an adult or pay for a credit report that may help a family get an apartment, she said. For Elizabeth Ready, Executive Director of the John Graham Shelter, local fundraising is critical to their continued success.  This economy not only increases the needs of our clients, it makes it more difficult for us to get enough funds from our traditional sources, she said.Information on raising money with coffee fundraisers is available at read more

Court Stay a ‘Bump in the Road’ as States Continue With Clean-Utility Plans

first_img FacebookTwitterLinkedInEmailPrint分享Analee Grant for SNL:Before the U.S. EPA’s Clean Power Plan was put on hold by the Supreme Court, many states — even those requesting the stay — were on track to creating a workable plan in time for the September deadline for initial submissions.Former Colorado Gov. Bill Ritter, speaking at the Brookings Institution in Washington, D.C., along with a panel of experts at Brookings, thinks states will likely continue with some form of planning for decarbonization. Jonas Monast, director of the climate and energy program at Duke University’s Nicholas Institute for Environmental Policy Solutions, said states made certain decisions following the stay directly related to the Clean Power Plan, but that does not mean they will stop pursuing cleaner power resources.Ritter said one of the unintended consequences of the stay is that it took away the regulatory certainty the Clean Power Plan provided utilities when making resource planning decisions. “Utilities are very concerned that their business model is a 20th-century business model and actually does not fit with this 21st-century energy world … that we live in,” Ritter said.Utilities likely will continue to consider the Clean Power Plan in their resource planning for that reason, Ritter said, citing Xcel Energy Inc. as an example. The company confirmed that it had received at least one extension from Colorado officials for a planning document in anticipation of new information from the state’s Clean Power Plan stakeholder process. But Xcel Energy intends to continue with its “Our Energy Future” plan and to support the state’s efforts to create sound plans for a sustainable and affordable energy future. A renewable energy plan will be filed with Colorado regulators at the end of February. Neither the stay of the carbon rule nor the ultimate outcome of the litigation against it is expected to alter Xcel Energy’s planning schedule. Many utilities have echoed similar sentiments.Ritter called the Supreme Court’s stay of the Clean Power Plan a dramatic event, but a “bump in the road” in the overall future of the Clean Power Plan.With carbon rule in limbo, experts urge states to move on with planning anyway Court Stay a ‘Bump in the Road’ as States Continue With Clean-Utility Planslast_img read more

Snow in Forecast for First Day of Spring

first_imgSign up for our COVID-19 newsletter to stay up-to-date on the latest coronavirus news throughout New York Here we go again. Long Islanders who have been yearning to bask in the joy of the first day of spring will likely have to postpone the celebration until after Friday because—you guessed it—snow is in the forecast. The National Weather Service in Upton issued a winter weather advisory for Nassau and Suffolk counties from 6 a.m. Friday through the evening. The forecast calls for 3 to 6 inches of accumulation, with snowfall beginning in the morning and continuing through the night. The weather service’s projected snowfall amount was revised from earlier in the day when it originally predicated up to 4 inches of snow. The weather service is warning drivers that reduced visibility and snow-covered roads could create hazardous travel conditions. “A winter weather advisory means that periods of snow…sleet…or freezing rain will cause travel difficulties,” the weather service said on its website. “Be prepared for slipper roads and limited visibilities…and use caution while driving.” Forecasters are calling for a high of 35 degrees Friday, with wind chill values between 20 and 25 degrees. There is also a chance of snow Saturday morning, before 7 a.m. But it’ll warm up, with temperatures peaking at 45 degrees, forecaster said. Sunday’s forecast calls for mostly sunny skies and a high of 41 degrees.last_img read more

Credit union average Net Promoter Score holding steady, while big banks show improvement

first_img 4SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Rebecca Secor Rebecca Secor came to Member Loyalty Group from Educators Credit Union after developing their Net Promoter Program. During her time at Educators, she was a Marketing Specialist, Member Experience Auditor … Web: Details Will members’ experience be impacted immediately or will there be a delayed impact as members experience the change?Members will experience some changes rather quickly. Other changes, such as extended Saturday hours or fee changes, may take time for members to encounter and reflect in your scores. How many members will be impacted?Changes that affect large portions of your membership will have a greater impact on your overall NPS. Changes – even large changes – that affect smaller portions of your membership normally have a minimal impact to NPS. For example, a credit union decides to bring in/merge with another credit union. If the merger will comprise 30% of the new total membership, you should expect a significant potential negative impact to NPS. If the merger comprises 3% of the new total membership, you should expect a minimal potential negative impact.Your answers to each of these questions will help you to understand the potential impact of a change. It’s imperative that credit unions continue to change and evolve. However, we need to do so in a way that puts the members’ experience at the center of this process. Credit unions can carefully plan ways to minimize problems, anticipate challenges and address member concerns before, during and after changes. In doing so, we can limit the impact of changes on NPS and maintain our loyalty position above banks.Learn More Request your free copy of the Q4 2014 benchmark overview from Member Loyalty Group today. For more information about Member Loyalty Group’s Net Promoter program in general, credit unions should visit or contact [email protected] best practices will be discussed during the upcoming Loyalty Live Conference this March in Phoenix.About Net Promoter®Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Financial Institutions obtain their Net Promoter Score® by asking customers a simple question on a 0 to 10 rating scale: “How likely is it that you would recommend the organization to a colleague, family member or friend?”  Based on their responses, consumers can be categorized into one of three groups:  Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter Score®. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.center_img If you are like most credit unions, your service experience is a key reason why members do business with you instead of their local bank. Credit unions, based on the industry average, are well ahead of banks in terms of Net Promoter Score (NPS) and overall member experience today. According to Member Loyalty Group’s 4th quarter 2014 benchmark, the credit union industry average relationship NPS remained steady at 58. However, banks are gaining momentum, according to the Satmetrix® 2014 Annual Net Promoter Industry Benchmark Report. The Satmetrix NPS Benchmark report shows the banking average NPS rose for the second straight year to 34.Member Loyalty Group, a leading CUSO formed to help credit unions implement and perfect organization-wide Voice of the Member programs, is the exclusive provider of the Satmetrix® Net Promoter® Software for the credit union industry. Satmetrix® publishes annual Net Promoter Industry Benchmarks and their 2014 reports rank more than 219 brands across 22 U.S. industry sectors, including financial services.What Could this Mean for Your Credit Union?As banks continue to invest in improving their customer experience and improve customer loyalty, it’s critical for credit unions to actively manage their own member experiences. Further analysis by Member Loyalty Group uncovered that half of participating credit unions improved their relationship scores from Q4 2013 to Q4 2014. However, the other half saw their overall relationship scores decline during the same 12-month period. This can be very disconcerting for credit unions that rely on service as their key differentiator. So, what causes a credit union’s NPS to decline?We know that NPS is affected by changes in the member experience. When a change is seen as positive, such as extended hours or adding a mobile banking app, NPS typically improves for the members that experience the change. When a change is seen as negative, such as fee changes or branch closures, credit unions typically see a corresponding decline in NPS. With all the changes that are made within credit unions on a monthly basis, it can be challenging to predict the net impact to your scores.When considering the potential impact of a change, you may find it helpful to ask the following questions:Will members see this as a positive or negative change?Put yourself in the members’ shoes when considering this. Even though a change is likely to be seen as positive in the long run, it may have a short term negative impact. Credit unions commonly experience this when making changes to their online banking systems.last_img read more