LOS ANGELES–Firefighters First Credit Union said it has been named Best-In-Class in Net Promote Score (NPS) three quarters in a row by Member Loyalty Group (MLG).
Firefighters First members rated it with an exceptional score of 82.95 in Q2.
“The team at Firefighters First is deeply committed to delivering the best member experience possible directly based on member feedback,” said Member Loyalty Group Chief Experience Officer Rebecca Secor. “It is quite a feat to achieve a Best-In-Class NPS among the high-performing credit unions that participate in our program, let alone do so three quarters in a row.”
As of 2nd quarter 2018 data, the Credit Union Industry Average Relationship NPS was 60.03 compared with banks' overall average of 35, according to the 2018 Satmetrix report.
“As part of our commitment to deliver legendary service, we visit members at fire stations and will be launching a virtual branch via Video Chat so we can take the credit union into their homes,” Firefighters First said.
We ensure all members have multiple ways to contact us and to provide feedback through surveys, member quick requests via the website, our ‘Talk to CEO’ feature, as well as live chat. FFCU executives also regularly reach out to members, whether it is to answer a question or to follow-up on a request.”
As a result of feedback received from our members, the credit unions said it has:
- Updated it online banking platform and the features available
- Launched digital wallets, trust services, and partnered to deliver a world class fire shift calendar app
- Added branches
- Enhanced its product training to support consistent knowledge across the organization
- Expanded its real estate lending support team to ensure stronger communications and faster response times
- Identified ots call center as the largest member support channel, redefining roles to support premier member interactions
“I am truly proud of our employees. They genuinely care for our members and have their best interest in mind, even when no one is looking” said Dixie Abramian, Firefighters First CU president & CEO.