Catalyst News

2019 Member Survey Results are In

by Catalyst Corporate | Jul 30, 2019

The results from Catalyst Corporate’s 2019 member satisfaction survey are now available. Conducted in May, the annual survey gauges members’ opinions in areas such as trust, financial performance, member service and value.

The survey results are evaluated using a rigorous Net Promoter Score (NPS) methodology which is calculated by subtracting the total weight of the lowest six ratings from the two highest ratings categories.

As a result of this year’s survey, Catalyst Corporate received an NPS of 76.4. Participation was solid with a response rate of 10.5 percent. Out of the 4,798 credit union contacts that received the survey, 504 capitalized credit union contacts responded. All asset ranges were well represented within the respondent pool.

Eighty-two percent of respondents were categorized as promoters of Catalyst Corporate, while only five percent were detractors. The resulting NPS of 76.4 percent is considered exceptional, as the financial services industry overall averages an NPS around 26 percent and any score over 50 is considered excellent.

Respondents also were asked to rate Catalyst Corporate on a variety of attributes related to their relationship. The three highest rated attributes were:

  • Friendly service - 95.4% NPR
  • Prompt, responsive service – 91.1% NPR
  • Delivers on promises and instills trust – 89.0% NPR

For those who participated, we’d like to thank you again for taking the time to provide your invaluable feedback. Your response is extremely influential in shaping future corporate activities and optimizing our service to members.

For more information, please view the 2019 Member Survey Summary under Communications/Member Feedback/Member Survey.