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Internal Service Benchmark Released By CUSO
CHICAGO (11/13/13)--Member Loyalty Group, a credit union service organization that specializes in industry benchmarking for external service via the Net Promoter Score, recently released its first Internal Service Benchmark.
 
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The overall internal Net Promoter Score for participating credit unions averaged 58.32%, with the highest ranked credit union at 69.90% and the lowest at 43.03%.
 
The accompanying chart includes the top five departments by NPS based on the new benchmark.
 
"In order to create exceptional service experiences for members, it is crucial that the entire organization is working effectively as a team," said Michelle Bloedorn, CEO of Member Loyalty Group. "This internal service survey program allows participating credit unions to accurately gauge how well each department is serving other employees and make changes to strengthen the organization and ultimately improve the member experience." 
 
MLG's Internal Service Survey program was launched in late 2011 to help credit unions measure, manage and take action on employee feedback. Each participating institution uses the same methodology and asks consistent questions of employees to determine Net Promoter Scores and collect feedback at a departmental level.
 
The benchmark ensures that participants understand their scores relative to other credit unions using the same methodology. "Comparing your overall NPS and department level scores with others can help your credit union set realistic goals and focus on the areas with the greatest room for improvement," said Bloedorn.


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