I blogged about Net Promoter score, the loyalty measurement de jour back in November.  Today a colleague, Len pointed out Filene research who are doing some interesting research.  I find their premise interesting … the part about the minimal share of consumer finance.  Is that true?  Does it apply equally to consumer deposits?

Why do credit unions consistently score higher than banks on customer satisfaction surveys, yet, at the same time have a fairly minimal share of the consumer finance marketplace? Could it be that satisfaction is a good, but ultimately insufficient measurement of loyalty and propensity to grow?

Source: Home : Filene Research Institute

Looking forward to hearing more about the results on this.  The conventional wisdom says that all else being equal that NPS will result in greater market share.