Wednesday, November 14, 2018

ACSI: Banks and Credit Unions Tie in Customer Satisfaction

Banks match credit unions in consumer satisfaction.

According to the American Customer Satisfaction Index (ACSI®), banks and credit unions both scored an 81. Regional and community banks had a score of 84.

Credit unions saw a dip in customer satisfaction of 1.2 percent year over year, while banks were unchanged.

ACSI found that credit unions offered better in-person customer service than banks, but not by much. Credit unions scored an 89, while banks scored 88.

Credit unions also led banks in speed of service at branches (88 to 85) and call center satisfaction (84 to 81).

However, banking mobile apps were superior in quality (86 to 85) and more reliable (85 to 83).

Read the press release.

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