Member Loyalty Group Provides Phone Survey Services to Credit Unions

CUSO partners with 24/7 call center to provide credit unions with member loyalty scores

ST. PETERSBURG, Fla.--(allCUnews.com)--PSCU Financial Services, the nation’s largest credit union service organization (CUSO) announced today that Member Loyalty Group, L.L.C. has partnered to use the company’s Total Member Care call center solution for outbound call services.

Member Loyalty Group is a CUSO created to implement a standardized member-loyalty metric for credit unions of any size. The CUSO will utilize PSCU Financial Services outbound call services to conduct phone surveys, which, in collaboration with the mail and e-mail surveys already used by Member Loyalty Group, will provide credit unions with member loyalty data using the Net Promoter Score® (NPS). NPS is a straightforward metric that measures how effectively credit unions and employees serve members. According to Member Loyalty Group executives, PSCU Financial Services was chosen as a partner because of their security standards, process scalability and understanding of the credit union industry and its focus on members.

“Credit unions place considerable emphasis on member service and the resulting member loyalty as a tool for growth,” said Michelle Bloedorn, executive director of Member Loyalty Group. “The problem comes in measuring that loyalty in a way that is consistent and financially feasible for any size credit union. The Total Member Care solution from PSCU Financial Services will help us provide the same phone survey services that large corporations utilize, but in an affordable and customizable manner. With their knowledge of credit unions and focus on security, we felt that they would best serve the needs of the credit unions we represent by providing thorough, reliable data.”

With outbound call services, Member Loyalty Group can ensure responses are received from the correct person, while expanding on the single NPS question to find out why the member would or would not recommend the credit union. With Total Member Care, Member Loyalty Group and their credit union clients are able to customize the survey experience, and if a change is needed, the program can be altered in a matter of days, not weeks as compared with other survey services.

“The interaction between the caller and the member is something an e-mail or paper survey cannot replicate, and we trust PSCU Financial Services to employ the same member-service standards we would in getting that information,” continued Bloedorn.

“The financial landscape changes on a daily basis, leaving consumers looking for security and consistency in their financial institutions,” said Peter Schmitt, executive director of PSCU Financial Services. “Credit unions stand out, because of their focus on member service, making it vital that each credit union know what they are doing right and wrong in the eyes of their members. PSCU Financial Services, which implemented the NPS metric internally several years ago, understands the importance of this factor and will help Member Loyalty Group provide standardized, quality data to their clients, allowing for quick and effective changes to best serve members.”

In 2008, PSCU Financial Services scored 64 percent, more than 25 percent increase over 2007. The score of 64 percent puts the company in very good company with the likes of service providers such as USAA® and Harley Davidson.

About Member Loyalty Group

Member Loyalty Group was founded as a credit union service organization (CUSO) by six credit unions from across the country – Addison Avenue Federal Credit Union, America First Credit Union, Baxter Credit Union (BCU), Boeing Employees Credit Union (BECU), Educators Credit Union and San Francisco Fire Credit Union – to create and implement a standardized member-loyalty metric for credit unions large and small. Member Loyalty Group works with Satmetrix, co-developer of the Net Promoter Score®, to create member loyalty measurement standards for the credit union industry.

About PSCU Financial Services

Based in St. Petersburg, Florida, PSCU Financial Services is the nation's largest credit union service organization (CUSO) and serves more than 1,100 financial institutions nationwide. As a non-profit cooperative, the company is owned by more than 600 member credit unions representing over 13 million accounts and subscribers. Its Contact Centers handle more than 14 million inquiries a year.

PSCU Financial Services offers 24/7 member support through four Contact Centers: its Eastern operations center in St. Petersburg, Fla.; a Western operations center based in Phoenix, Ariz.; and two call centers in Detroit, Mich. These Contact Centers perform member servicing and new member acquisition, cross-selling and automated lending solutions as well as support for debit/credit/prepaid cardholders and online bill payment subscribers.

Established in 1977, the company provides a broad array of cost-effective, high quality financial services that include credit, debit, ATM, prepaid, bill payment and contact center solutions. PSCU Financial Services uniquely offers its members a full range of processing options, any combination from full service to in-house pass through processing for credit, debit and ATM transactions. As a leader in the credit union movement, the company offers gateway access to national and regional networks. It also provides full function ATM terminal driving services. For more information, visit PSCU Financial Services’ website at www.pscufs.com.

Contacts

PSCU Financial Services, Inc.
Merry Pateuk, 800-932-7728
mpateuk@pscufs.com
or
For Total Member Care
Media Contacts
Joy Harper, 678-781-7208
or
Elizabeth Salter, 678-781-7224