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

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

3. 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

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

5. 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

6. 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.

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

8. 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.

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

10. OUR SCORES
Visions Federal Credit Union Ends Statements Survey 2018

11. 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

12. FULFILLING THE MISSION
Visions Federal Credit Union Ends Statements Survey 2018

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