AUX Blog

2020 Client Satisfaction Survey Results are In

January 22, 2021

satisfaction image

We are excited to share our 2020 client satisfaction results with our readership today and would like to thank everyone who took the time out of their day to provide us with feedback – especially in this year of such extreme change and difficulty. We can’t say it enough: our organization exists solely to help credit unions and companies who also help credit unions. And that being the case, we rely heavily on client feedback to understand if we are meeting our purpose, our reason for being.

We hang our hat on exceptional customer service and being a trusted partner, a friend.

So without further adieu, let’s jump into our clients’ ratings this year.

As in previous years, in 2020 we segmented our client survey list by CEO, executive, and primary contact for the services we offer, i.e. the hands-on people our staff works with. The surveys gathered are from:

  1. Credit Union CEOs
  2. Credit Union Executives
  3. Accounting Services Contacts
  4. Compliance Services Contacts

Looking for shared branching results from our sister CUSO InNetwork? Head on over to InNetwork’s blog the week of February 1st, 2021 to check out the results.

Our overall satisfaction results across all groups:


Our NPS scores:

NPS scores measure how likely a client is to recommend you, and work on a scale between -100 and 100. 1-5 are “detractors,” 6-8 are “neutral,” and only 9-10 are “promotors.” Thus, a score of all 8’s would be a flat zero.

Below is an example:

NPS exampleWe are deeply proud of these scores, as well as the fact that across all lists we scored higher than average in our industry (which is a score of 35). Among compliance and accounting groups, our NPS scores were double than the average industry score!

The quality of our products and services (on a scale of 1 to 5):

Again, we thank all those who participated, and would like to remind you: if you have a question, concern, or suggestion, don’t wait until the end of the year to make your voice heard! Contact us at anytime. We’d love to hear from you.

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