WABAN, Mass. (3/16/15)--Credit unions again are being noted for their ability to foster service excellence as they were named among the top companies for customer experience as recorded by research firm Temkin Group.
The term "a credit union" ranked higher than any large branded bank with a proper name in the financial institution portion of the survey, which measured customer/member experience across 20 industries covering 293 companies.
Credit unions and USAA tied for eighth place with 81%, coming in behind grocery stores such as H.E.B., Trader Joe's and Aldi, fast-food restaurant Chick-fil-A and online retailer Amazon.
Credit unions are 10 points above the industry average for their category as well, which places them in the "excellent" range of industry scores.
The Temkin Group surveyed 10,000 U.S. consumers regarding their experiences with different companies within the past 60 days. Its Experience Ratings measure:
Credit unions scored among the highest in the effort (88%) and success components (87%).
In November, the American Customer Satisfaction Index released its consumer satisfaction rankings, in which credit unions also ranked significantly higher than banks. Credit unions scored an 85, while the average bank scored a 76 (News Now Nov. 19).