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Catalyst Corporate | Jan 18, 2023
In an effort to gauge satisfaction and ensure quality of service, Catalyst Strategic Solutions surveys its Advisory Service clients on an annual basis. Each year, the results are consistently around a 90 NPS and this year is no different. The 2022 survey results were calculated, and the Advisory Service awarded an overall Net Promoter Score (NPS) of 91.5 – an over two-point increase from 2021 (89.1).
NPS is calculated by subtracting the total weight of the lowest six ratings categories from
the two highest ratings categories – an approach designed to convey the percent of respondents who are not just highly satisfied, but who would be most likely to go out of their way to recommend Catalyst’s Advisory Service to their peers.
Based on a five-point scale, clients gave the Advisory Service an overall rating of 5.0 – an ideal score for 2022. CSS Advisors also received perfect scores across the board, with an average rating of 5.0 (on a five-point scale) in each of the following areas of service: depth/usefulness of correspondence and responsiveness to ad-hoc requests. Respondents rated the frequency of correspondence, investment portfolio management needs, and balance sheet management & recommendations at 4.8 on a five-point scale.
Additionally, respondents rated the Advisory accounting reports an average of 4.6 on a five-point scale.
The survey was sent to approximately 90 Advisory Service clients in December 2022. A total of 59 responses were received, resulting in a response rate of 66 percent.
Catalyst Strategic Solutions is grateful for the amount of positive feedback received from this year’s survey. The Advisory team takes pride in helping credit unions achieve their strategic objectives through custom balance sheet solutions and integrated ALM guidance and looks forward to further serving its clients in the future.
NPS is calculated by subtracting the total weight of the lowest six ratings categories from the two highest ratings categories – an approach designed to convey the percent of respondents who are not just highly satisfied, but who would recommend CSS to their peers. The above ratings may not be representative of any one client's experience because the rating reflects a sample of the experiences of CSS clients. The ratings are not indicative of CSS' future performance. CSS created and conducted the survey, which was sent to all clients as of December 2022, of which 59 responded.