From Measurement to Momentum:
How Support EXP Clients Achieved an Average NPS of 77
Between July 1, 2024 and mid-June 2026, Support EXP clients achieved an average Net Promoter Score® (NPS) of 77 — a level of customer loyalty that places them among the highest-performing organizations across all industries.
This isn’t a one-time result. It represents sustained customer loyalty across hundreds of thousands of customer interactions and more than a year and a half of continuous measurement.
What Does an NPS of 77 Mean?
Net Promoter Score measures how likely customers are to recommend an organization to others.
Scores range from -100 to +100.
According to Bain & Co.’s NPS framework for financial institutions:
20-50 = Favorable
51–79 = Excellent
80+ = World-Class
An average score of nearly 77 places Support EXP clients at the upper end of the “Excellent” category and within reach of World-Class customer loyalty.
In fact, many of our longest clients typically average NPS results within the “World-Class” range.
Why This Matters
An NPS approaching 77 means organizations are generating far more enthusiastic advocates (Promoters, in NPS-speak) than dissatisfied customers (Detractors).
These organizations benefit from:
- Stronger customer retention
- More referrals and positive word of mouth
- Greater customer trust
- Higher lifetime customer value
- A stronger competitive position
Most importantly, these results are being sustained over time by consistent execution — not achieved through a temporary initiative or short-term campaign.
While an NPS of 77 is an impressive metric, the score itself is only part of the story. The real differentiator isn’t simply measuring customer or member sentiment. It’s what organizations do with the feedback they receive.
Great Customer Experience Doesn't Happen by Accident
Many organizations have implemented customer or member surveys. They collect responses, calculate their NPS, and generate reports. Unfortunately, that’s often where the process ends.
Support EXP believes that measurement without execution leaves tremendous value on the table.
Organizations that consistently achieve exceptional NPS results share a common characteristic: they transform feedback into action. Every survey response becomes an opportunity to improve processes, coach employees, remove friction, and strengthen relationships.
Closing the Loop Drives Higher Loyalty
- Follow up with dissatisfied customers to understand the root cause.
- Identify recurring trends across teams, locations, or processes.
- Prioritize operational improvements based on customer impact.
- Recognize and reinforce behaviors that create exceptional experiences.
- Measure the results of changes and continue refining the experience.
This “closed-loop” approach creates a continuous cycle of listening, learning, and improving that builds trust and loyalty over time.
Execution Is What Turns Feedback Into Results
An NPS survey can identify opportunities, but it cannot solve them.
Higher loyalty comes from the actions organizations take after the survey is complete:
- Empowering leaders with actionable insights.
- Assigning ownership for improvement initiatives.
- Holding teams accountable for customer experience outcomes.
- Celebrating successes while addressing recurring issues.
- Making customer feedback part of everyday decision-making.
Organizations that embrace this mindset move beyond simply tracking customer sentiment — they create cultures that continuously improve the customer experience.
You can find out more about turning customer feedback insights into consistent action here: Explore Execution Intelligence
Moving Beyond Measurement
Collecting feedback is the beginning of the journey—not the destination.
The organizations achieving the strongest NPS results understand that lasting success comes from consistently listening, responding, and improving. When customer feedback becomes part of everyday operations, exceptional customer experiences—and exceptional NPS scores—naturally follow.
An average NPS of 77 is more than a number. It’s evidence that organizations committed to acting on customer and member feedback can create stronger relationships, more loyal customers, and better business outcomes.
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“Annnnd…Why Should Credit Unions Care About Achieving ‘World-Class’ Performance?”
The Support EXP Difference
Support EXP provides a complete NPS and CX execution system designed specifically for credit unions.
Unlike survey-only platforms, Support EXP integrates Relationship and Transactional NPS with Member Effort (CES) and satisfaction (CSAT), translating feedback into clear priorities and action across all channels.
Leading credit unions of all sizes use Support EXP not just to measure member loyalty, but to align employee behavior, performance, and operational decisions to the experiences that actually sustain member growth.