Page 2 - Belco Connections - March 2019

Each year, Belco surveys our members to ask them “how
are we doing?” In mid-2018, 15,000 members were surveyed,
and 11% of members surveyed responded. Both the response
rate of 11% and our ratings have exceeded expectations. In
fact, our Member Loyalty Index (MLI) is the highest that
it has been in the last five years!

The MLI is a compilation of four metrics focused on

Amey’s Corner member satisfaction, future loan and deposit

intent, and referrals:
1. Members’ Overall Satisfaction
2. Members’ Loan Purchase Intent

3. Member’s Deposit Purchase Intent
4. Members’ Likelihood to Recommend a friend or family member
This year, Belco’s Member Loyalty Index is a bright spot in our results. The overall
Index has increased from 60 to 87, putting us in the 94th percentile among credit
unions of similar size! This exceeds Belco’s internal goal, and also exceeds the loyalty
index of a high performing credit union. This is a marked improvement and notable
achievement for us.
Other notable survey results include:
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the issues and accuracy.
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staff.
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deposits with reasonable fees.
Why is this so important? Because credit unions operate under a cooperative
business model, we are member-owned and we exist for the benefit of our
members. Belco is dedicated to operating in the best interest of our members.
Delivering the highest level of member service is accomplished by living our brand
promise: We believe in every member, every dream, every time!
We are excited to share the results of this year’s satisfaction survey. We are especially
grateful to those members who took the time to help us by providing meaningful
feedback. Belco is your credit union, and as a member of the credit union, the best way
for you to gain value is to use our products and services. We value your referrals of
friends and family to continue growing and expanding Belco in central Pennsylvania.
We have a great story to tell. Now let’s share this to continue helping people achieve
their financial goals. Thank you for believing in Belco, where we believe in you!

Sincerely,

Amey R. Sgrignoli
President/CEO

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