News from Pacific Crest
According to Satmetrix’s Net Promoter Score (NPS) & System data, Pacific Crest Federal Credit Union has earned member satisfaction marks on a par with - and often surpassing - many of the nations most successful, highly-recognized, and best-loved corporations.
Throughout 2012, Satmetrix has gathered real data from customer surveys on a broad cross section of American companies in every field and geographical market. The NPS is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question - How likely is it that you would recommend [your company] to a friend or colleague? - you can track these groups and get a clear measure of a company’s performance through the member’s eyes. Members respond on a 0-to-10 point rating scale and are categorized as follows:
- Promoters (score 9-10) are loyal enthusiasts who keep buying and refer others, fueling growth.
- Passives (score 7-8) are satified but unenthusiastic members vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy members who can damage your brand and impede growth through negative word of mouth.
To calculate a company’s NPS rating, Satmetrix collects survey data and takes the percentage that are Promoters and subtracts the percentage that are Detractors.
Here is a chart giving you an idea of the high, medium and low of how different companies score across a variety of important industries:
Perhaps you may have noticed in the chart above, the very top score of all “Banking” companies that Satmetrix took survey data for got only an 83% score. At a score 85% percent Pacific Crest scores better than even the best of banks - though, no doubt if you are a member, you already might’ve guessed that. What you might not have guessed was how this stacks up to some of the best known brands in the country. Here are some of the top “star performers” (and their scores):
- USAA Banking (score 83%)
- Amazon.com (score 77%)
- USAA Auto Insurance (score 74%)
- Trader Joe’s Grocery (score 73%)
- Wegman’s Grocery (score 73%)
- Cosstco Retail (score 71%)
- Apple Computer Hardware (score 71%)
- USAA Homeowner Insurance (score 71%)
- Apple Computer Software (score 68%)
- HEB Grocery (score 68%)
As you can see, Pacific Crest stacks up pretty well - even when compared to the biggest and best. We are indeed proud...over the moon in fact...but not so proud to forget that it’s our members that gave us this rating. Nor will we be lax in trying always to do better by you in the coming years.
Here Is a Month-by-Month Score Chart of How We Did in 2012:
- January (score 78%)
- February (score 74%)
- March (score 79%)
- April (score 86%)
- May (score 82%)
- June (score 82%)
- July (score 79%)
- August (score 82%)
- September (score 85%)
- October (score 85%)
- November (score 84%)
- December (not available)