Voice of Member Results 11/18/2018 Sample Credit Union Voice of Member Results

PERFORMANCE INDICATORS KEY MEMBER EXPERIENCE PERFORMANCE INDICATORS Visions Federal Credit Union Ends Statements Survey 2018

Net Promoter® Question How Likely Are You to Recommend Us to a Friend or Co-worker? 1 2 3 4 5 6 7 8 9 10 HIGHLY UNLIKELY HIGHLY LIKELY *Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Bain & Company, and Fred Reichfield

Net Promoter Score ® Calculation *Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Bain & Company, and Fred Reichfield

Net Promoter® Groups So delighted by our service that they’re willing to tell others. Highly likely to do more business with us. Probably satisfied by our service but not delighted to the extent that they’d recommend. May be mildly disgruntled or actively telling others not to do business with us. Likely to defect or go dormant. *Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Bain & Company, and Fred Reichfield

Net Promoter Score® The Promoter score shows emotional attachment to the brand. A high score means that all else being equal, members would recommend the credit union to others. The Promoter score has predictive value for loyalty among current members.

Member Effort Question How Easy Did We Make it For You? 1 2 3 4 5 6 7 EXTREMELY DIFFICULT EXTREMELY EASY

Member Effort Score This score is a good complement to the Promoter Score because it reflects a consumer’s logical choice rather than the brand emotional attachment reflected in the Promoter Score. The member effort score has the highest predictive value for future purchase since ease of use is highly important to consumers in an era of e-commerce and m-commerce.

Member Effort Gap A positive score means the credit union is exceeding member expectations for ease of use.

OUR SCORES Visions Federal Credit Union Ends Statements Survey 2018

List Experience Type Here PROMOTER SCORE Number of Surveys Credit Union Y-T-D Prior Year MemberXP Top Performers MemberXP Median MEMBER EFFORT SCORE Number of Surveys Credit Union Y-T-D Prior Year MemberXP Top Performers MemberXP Median Member Effort Gap Improved Very Good Great

FULFILLING THE MISSION Visions Federal Credit Union Ends Statements Survey 2018

What members are saying… List credit union mission component here, e.g., “To improve members’ financial lives.” Member comment here.