Coastal Credit Union Selects Member Loyalty Group's Member Experience Program

by Joe Mecca

VP, Communication / Company Spokesperson

Coastal News

Press Contact:
Sharon Simpson
[email protected]

Chicago, Illinois (June 15, 2017) - Coastal Credit Union ($2.9B in assets, headquartered in Raleigh, North Carolina) is one of the latest credit unions to select Member Loyalty Group’s Member Experience program based on Net Promoter methodology.

Beyond accurately measuring a credit union's Net Promoter Score, the CUSO's member experience program allows credit unions to take action on member feedback so that they can consistently create exceptional member experiences and drive long-term growth.

Member Loyalty Group has grown from serving its six founding credit unions in 2008 to serving over 110 credit unions, many of which are over $1 billion in assets. As more credit unions focus on the member experience, the CUSO plans to continue expanding its resources to meet industry needs.

“Our CUSO was founded to help credit unions develop organization-wide programs to capture, analyze and act on member feedback," said Michelle Bloedorn, CEO of Member Loyalty Group. "We serve as partners with each of our participating credit unions and I look forward to helping our newest credit union achieve its growth, service and financial goals."

This institution joins the growing list of credit unions now utilizing Member Loyalty Group’s solution, which uses world-class tools to provide timely member feedback directly to the staff members who can take action. All participants are provided with detailed, quarterly benchmark reports to help measure their performance vs. their peers.  
For more information about Member Loyalty Group’s Member Experience program, credit unions should visit or contact [email protected].


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About Member Loyalty Group
Member Loyalty Group is a CUSO formed by leading credit unions in 2008 to develop a common member loyalty benchmark for the credit union industry and is the 2012 winner of NACUSO's Collaboration & Innovation Award.  The CUSO has an exclusive relationship with Satmetrix, the Net Promoter® company, to provide credit unions with the most effective tools for managing a Net Promoter® program to collect and act on member feedback that increases loyalty, growth and retention. Member Loyalty Group serves over 110 credit unions, many of which are over $1 billion in assets, across the country.  For more information visit

About Coastal
Coastal Credit Union is a not-for-profit, member-owned, financial cooperative, offering a full range of financial products and services. Coastal was chartered on August 31, 1967 with the mission of fostering the credit union philosophy of “people helping people.”  Today, with $2.9 billion in assets, Coastal serves 230,000 members from 1,700 business partners and is among the leading financial institutions in North Carolina.  Coastal operates 22 branches in central and eastern North Carolina and serves members in all 50 states through a network of 5,000 shared branches, 80,000 surcharge-free ATMs, mobile banking featuring mobile check deposit, and a robust offering of online services at

About Net Promoter®
Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Financial Institutions obtain their Net Promoter Score® by asking customers a simple question on a 0 to 10 rating scale: “How likely is it that you would recommend the organization to a colleague, family member or friend?”  Based on their responses, consumers can be categorized into one of three groups:  Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter Score®. 
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.