CFCU is a member-owned financial institution offering a full range of financial services in the Sydney metropolitan area in Australia. The organisation implemented the Balanced Scorecard in 2005 under the direction of a new CEO to keep pace in an industry contending with declining margins, technological advances and demographic changes. Over the past decade, Community First has improved its culture and increased employee engagement by 113%. From this reinvigorated employee base has come results that are out-pacing the industry including a 127% increase in total assets, profitability growth from $78,000 to $2.4M AUD, and a net promoter score 45 points above the average for Australian banks.