2020 Advisory Service Survey

Credit Unions Rate Investment Portfolio Management as Top Priority

To gauge satisfaction and ensure quality service, Catalyst Strategic Solutions surveys its Advisory Service clients on an annual basis. The 2020 survey results have been calculated, and the 2020 rating reached a record high. The Advisory Service was awarded an overall Net Promoter Score (NPS) of 96.5, compared to a high score of 96.4 in 2019.

The 2020 Advisory Service survey had a response rate of 63 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 4.9 – a near-flawless score for 2020. CSS Advisors also received remarkable scores across the board, with a consistent rating of 4.9 (on a five-point scale) in each of the following areas of service: frequency of correspondence, depth/usefulness of correspondence, 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 4.61 (on a five-point scale).

Based on survey responses, credit unions prioritized their advisory needs going into 2021 as: ADV Survey 2020

  1. Investment Portfolio Management
  2. Balance Sheet Review and Positioning
  3. Credit Risk Analysis and Stress Testing
  4. Asset-Liability Committee (ALCO) and Board Education and Training

“Catalyst Strategic Solutions is grateful for the amount of overwhelmingly positive 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.”

Learn more about key balance sheet trends that have developed due to COVID-19 and the critical issues credit unions need to consider for 2021 related to capital management, real estate lending and deposit management from Steven Houle here.

Collaborate with Catalyst Strategic Solutions’ Advisory team to evaluate and build your credit union’s 2021 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 be most likely to go out of their way to recommend CSS to their peers.