Drive Team Performance with Internal NPS

Extraordinary customer service creates long-lasting, loyal relationships. In order for employees to deliver extraordinary service, internal departments need to consistently work together well. Michelle Bloedorn will share how leading credit unions identify the needs, wants, and expectations of the internal customers from each of the respective departments within the credit union and use that information to develop high performing teams.

Credit unions find that just as external Net Promoter surveys provide constructive feedback from the members’ perspective, constructive feedback from the internal members’ perspective can drive immediate and long-term initiatives for making positive change and build a strong collaborative culture to support growth. Michelle will provide tips and techniques for managing an effective internal service measurement program. She will also share results benchmarks from the credit union industry and insights on how top performers build truly collaborative internal teams.