2021 Advisory Service Survey

Credit Unions Rate CECL Solutions as Top Priority for 2022

To gauge satisfaction and help ensure quality service, Catalyst Strategic Solutions surveys its Advisory Service clients on an annual basis. The 2021 survey results have been calculated. The Advisory Service was awarded an overall Net Promoter Score (NPS) of 93.2, compared to a high score of 96.5 in 2020.

The 2021 Advisory Service survey had a response rate of 49 percent, representing participation from credit unions across the United States. Survey participants included C-suite leaders, senior management and investment experts from client credit unions. Most respondents have a business relationship with the CSS Advisory Service of four or more years.

Based on a five-point scale, clients gave the Advisory Service an overall rating of 5.0 (on a five-point scale) for 2021. This 5.0 top score extended to two other service areas as well: frequency of correspondence and depth/usefulness of correspondence. CSS Advisors also received scores - with a consistent rating of 4.9 in each of the following areas of service: responsiveness to ad-hoc requests, balance sheet management recommendations, and investment portfolio management needs.

Furthermore, respondents rated the usefulness of CSS investment accounting reports, newsletter and quarterly guidance at an average score of 4.56 (on a five-point scale).

Based on survey responses, credit unions prioritized their advisory needs going into 2022 as: Advisory Survey greatest needs chart

  1. CECL Solutions
  2. Liquidity Stress Testing Analysis
  3. Interest Rate Derivative Hedging
  4. Capital Management & Subordinated Debt Issuance
  5. Other

“Catalyst Strategic Solutions is grateful for the feedback received from this year’s survey,” said Steven Houle, vice president and chief compliance officer of CSS Advisory Services. Houle added, “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.”

Collaborate with Catalyst Strategic Solutions’ Advisory team to evaluate and build your credit union’s 2022 investment portfolio roadmap.


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 October 2021, of which 45 responded.