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Net Promoter Score in the Pandemic

  • 1.  Net Promoter Score in the Pandemic

    Posted 25 days ago
    For those of you who track your Net Promoter Score:

    1. Has your NPS stayed the same, improved or gone down since the pandemic began?
    2. How often do you track your NPS?
    3. What is the status of your branch access? Have you fully reopened to walk-in traffic (if so, for how long?) or are you requiring branch appointments?

    I am guessing there is a correlation between 1 & 3, as members may be experiencing longer lines in drive-thru lanes and longer wait times on phones where appointments are required. Any information you are willing to share would be appreciated.

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    Brian Wilcox
    Chief Marketing Officer
    APG FCU
    Aberdeen MD
    410.272.4000
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  • 2.  RE: Net Promoter Score in the Pandemic

    Posted 24 days ago

    See responses below:

     

    For those of you who track your Net Promoter Score:

    1. Has your NPS stayed the same, improved or gone down since the pandemic began?  It's stayed about the same, but we had our highest quarterly score on record in Q2 2020. 
    2. How often do you track your NPS?  Quarterly, and we monitor YTD.
    3. What is the status of your branch access? Have you fully reopened to walk-in traffic (if so, for how long?) or are you requiring branch appointments?  Our lobbies are open for full service, but we encourage appointments for loan and new account services.  Our lobbies were closed between 3/17-6/1.  Members appreciate that our lobbies are open, but many continue to utilize our drive-up and online services.  Drive-up remains very busy and walk-in traffic is much lower than prior to COVID.

    I am guessing there is a correlation between 1 & 3, as members may be experiencing longer lines in drive-thru lanes and longer wait times on phones where appointments are required. Any information you are willing to share would be appreciated.

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    Brian Wilcox
    Chief Marketing Officer
    APG FCU
    Aberdeen MD
    410.272.4000
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    Kim Westphal

    President/CEO

    HomeTown Credit Union

    2400 W Bridge St, Owatonna, MN 55060
    (507)455-6728


    www.hometowncu.coop

     

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  • 3.  RE: Net Promoter Score in the Pandemic

    Posted 20 days ago

    Good Morning Kim,

    1.        Our NPS has stayed the same on average, with variations of 2-3 points per month since January.

    2.       Track monthly and YTD.

    3.       Lobbies are open with very limited capacity.  You are called inside when someone is available to assist you, no waiting in the lobby.  Drive-ups are extremely busy as are the walk-ups we have created in some rural areas.

    Stay Safe!

    Winona Nava, CCUE, ICUDE

    President/CEO

    2019 Galisteo St., Suite K-1, Santa Fe, NM  87505

    Phone: 505-216-0450 | Toll-free: 800-540-5382 | Fax: 505-982-0345

    image001.jpg@01D3846E.3D5695F0

     

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    Eliminate some stress with our simple, smart, secure solutions. Talk to us via live chat, apply for a loan online or sign-up for free financial coaching. GCU is here to help you with all of your banking needs. Learn more at https://www.guadalupecu.org/.

    Elimine el estrés con nuestras soluciones simples, inteligentes y seguras. Hable con nosotros a través del chat en vivo, solicite un préstamo en línea o regístrese para recibir asesoría financiera gratuita. GCU está aquí para ayudarlo con todas sus necesidades bancarias. Obtenga más información en https://www.guadalupecu.org/.

     






  • 4.  RE: Net Promoter Score in the Pandemic

    Posted 20 days ago
    ​1. Has your NPS stayed the same, improved or gone down since the pandemic began?
    Interestingly our NPS has matched the mood of the pandemic.  We started high and then dipped for three months running coinciding with the lockdown, closure of restaurants, member anxiety, etc.   It has slowly begun to rise again.

    2. How often do you track your NPS?
    We track daily, weekly, monthly and quarterly.  Our NPS is far better than any I have used in the past and provides a real-time look at the pulse of our membership.

    3. What is the status of your branch access? Have you fully reopened to walk-in traffic (if so, for how long?) or are you requiring branch appointments?
    We are a university credit union so until recently we only had one branch opened that is located off campus.   Although we have availability to our VTMs, without an appointment, we continue to make appointments for loan closings, etc.  We thought about removing the scheduling requirement, but with our pandemic numbers rising again we have decided to continue.

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    Chris Lazowy
    SVP/Member Services
    MIT Federal CU
    Lexington MA
    617.253.2845
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  • 5.  RE: Net Promoter Score in the Pandemic

    Posted 18 days ago
    Edited by Ryan Cash 18 days ago
    Please see response below
    1. Has your NPS stayed the same, improved or gone down since the pandemic began? Relationship survey (quarterly) scores have gone up. Touchpoint surveys (daily/transaction based) have been steady.
    2. How often do you track your NPS? Relationship surveys are quarterly, touchpoint surveys daily based on transaction activity
    3. What is the status of your branch access? Have you fully reopened to walk-in traffic (if so, for how long?) or are you requiring branch appointments? Branches are open normally Monday-Friday but Saturday hours have not yet returned. Walk in traffic is wlecome but we limit the number of members in the lobby.


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    Ryan Cash
    VP/Chief Experience Officer
    Bay Federal CU
    Capitola CA
    831.332.7773
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