Reduced Sampling
Option:
To reduce the overall cost of RFG’s surveys without
sacrificing the reliability of the survey findings, we have
refined our sampling method and can now offer your credit
union a sampling alternative that could result in a reduced
mail sample of approximately 3,000 member households—a
potential cost-savings of $3,000 in total printing and
mailing expenses.
RFG Loyalty Index:
Simply meeting members' expectations is not good enough.
Members can be “highly-satisfied” with the credit union’s
service, but hold a majority of their accounts with a
competitor and defect completely when finding a slightly
better rate.
The RFG Loyalty Index is based upon four key measures:
- Member willingness to
give your credit union all future loan business;
- Member willingness to
give your credit union all future deposit business;
- Member satisfaction
with your credit union, and
- Likelihood to recommend
a family member or friend to your credit union.
Member Loyalty Drives Financial Performance!
Current research shows a correlation between the RFG
Performance Index developed for the CEO Strategies Group and
the RFG Loyalty Index analyzed through the CEO Member Survey
and Service Quality Survey programs. Credit unions with a
higher Loyalty Index also have a higher Performance Index.
Find out how your credit union can improve loyalty and
overall financial performance by participating in a 2007 CEO
Member Survey cycle.
Evaluate
Member Advocacy:
Member advocacy is the latest performance metric being
employed across industries. In 2007, RFG will evaluate your
members’ likelihood to advocate for your credit union by
referring your services to their friends and family through
the CEO Member Survey and Service Quality Survey programs.
Through preliminary research, RFG found “willingness to
recommend” to be the highest predictor of strong financial
performance.
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