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

However, Austria rejected Croatia’s request: the whole of Croatia remains on the red list

first_imgSlovenia, the Netherlands, Germany The warning against travel to Croatia is in force from Monday at midnight. Returnees from holidays from Croatia must show a current negative test for coronavirus or undergo testing within 48 hours.  Side dish: List of Croatian laboratories for testing on COVID-19 The warning has been active since Monday, and this measure has logically forced many Austrian tourists to interrupt or postpone their vacation in Croatia and return to Austria. As we know that Austria is one of our main emitting markets, this is certainly a big blow for our tourism, especially for the extension of the tourist season, ie the post-season. The decision of Slovenia, ie the Netherlands, is expected on Thursday, and the positive news is that we are still on the green list in Germany. Laboratories where the COVID-19 test in Croatia can be performed can be found in the attachment. center_img Source: However, Austria rejected Croatia’s request that the epidemiological situation in Croatia be viewed through the regions, and not for the entire territory of Croatia, reports the Austrian news agency APA. The situation is as it is, we have to adapt again and turn to new markets, and the focus should certainly be on domestic guests. As we know, Austria has put Croatia on the red list, and to enter Austria you need a NEGATIVE PCR test or be tested in Austria within 48 hours at your own expense. last_img read more

Suzanne Croy, 83

first_imgSuzanne Croy, 83, Greensburg, Indiana, passed away on Saturday, April 2, 2016 at Aspen Place in Greensburg.Born October 11, 1932 in Greensburg, Indiana, she was the daughter of Oskar D. and Zita Mae (Scheidler) Rust.Suzanne was a former Benedictine nun of the St. Walburg Monastery in Covington, Kentucky. She received her Bachelors’ Degree from Thomas More College and then her Masters’ Degree from Xavier University. She was a registered nurse and had worked in Minnesota, Kentucky and Colorado.Suzanne was a member of the Greensburg Adult Center and a former member of the BPW. She became an Oblate of the Sisters of the Benedictine.She was married to John V. Croy on May 31, 1980 and he preceded her in death on October 24, 2012.She is survived by four brothers, Robert (Rita) Rust, Greensburg, Richard (Alice) Rust, Greensburg, Gregory (Judy) Rust, Greensburg, Joseph (Susan) Rust, Greensburg; one sister, Christine Renee (Michael) Yarmuth, Louisville, KY; three step sons, Gregory, Christopher and Paul Croy.She was preceded in death by her parents and husband.Visitation will be held on Wednesday from 9 to 10:00 a.m. at the St. Mary’s Catholic Church in Greensburg.Funeral Services will follow at 10:00 a.m. on Wednesday, April 6, 2016 at the church with Rev. John Meyer officiating.Interment will be held in the St. Mary’s Catholic Cemetery.Memorials may be made to the St. Mary’s Building Fund or to the Alzheimer’s Association.Online condolences can be made to the family at www.popfuneralhome.comlast_img read more