2020 ALM Survey

Net Promoter Score Up 26.8 Points, Team Knowledge Most Important Aspect of Service

Catalyst Strategic Solutions surveys its Asset/Liability Management (ALM) Service clients every year to ensure ALM products and services meet client expectations. In this ever-changing environment, each credit union’s balance sheet management needs are unique. As such, Catalyst Strategic Solutions’ ALM Service uses these client insights to continually evolve in a member-centric manner.

In the 2020 survey results, the ALM Service was awarded a Net Promoter Score (NPS) of 92.3 – a significant increase of 26.8 points from 2019 (65.5). The survey had a response rate of 28 percent, with credit unions of various sizes participating from across the United States. Survey respondents included C-suite leaders, senior management, ALM practitioners and financial specialists. Most of the respondents have been using Catalyst Strategic Solutions’ ALM reporting services for three-plus years.

Overwhelmingly positive comments were recorded for members of the ALM team, recognizing their outstanding client service.

ALM 2020 dashboard

Based on a five-point scale, the ALM analysts received an overall score of 4.8. Participants evaluated analysts’ responsiveness to clients, knowledge level and responsiveness to regulatory changes. Additionally, participants rated ALM reports a 4.6 on a five-point scale, based on report ease of use, quality, usefulness, meeting needs during exams, delivery and data submission.

In the survey, clients ordered the most important aspects of Catalyst Strategic Solutions’ ALM Service as:

ALM Survey 2020
  1. Team's Knowledge
  2. Regulatory Requirements
  3. Accuracy
  4. Quality of Service
  5. Fast Reporting

“Catalyst Strategic Solutions' ALM Service empowers credit unions, regardless of size or complexity, with actionable data to effectively manage their balance sheet risk,” said Aaron Martini, director of ALM Services at Catalyst Strategic Solutions. Martini added, “Using a full range of services and two third-party certified ALM platforms, the experienced ALM team works directly with credit unions to develop customized solutions that achieve results.”

Learn more about challenges that face the credit union industry from Aaron Martini here. He examines data to identify the top performing credit unions and discover what sets them apart from others.

Partner with Catalyst Strategic Solutions’ ALM team to develop your credit union’s 2021 balance sheet strategy and get access to the ALM reports.

Catalyst Strategic Solutions uses a Net Promoter Score (NPS) to evaluate member survey responses. NPS is calculated by subtracting the total weight of the lowest six ratings from the two highest ratings categories. This approach is 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.