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Credit Unions

Monitor member satisfaction and capitalize on areas of excellence

Get a complete picture of member perceptions and what drives their loyalty.

CREDIT UNIONS

Gain a true understanding of your financial products, services, and competition using ACSI’s expertise in measuring perceptions and delivering key insights for the U.S. credit union industry.

At a glance:

Credit Unions

  • Inaugural year:

    2008

  • Updated:

    annually

  • Most recent data:

    2024

Credit Unions

Satisfaction Benchmarks by Industry*
Company 2022 2024 % Change
Credit Unions 75 79 5%

* 2023 results not available due to industry release moving from fourth to first quarter

Credit Unions

Satisfaction Benchmarks by Company*
Benchmarks 2022 2024
Courtesy and helpfulness of tellers or other staff 86 88
Speed of financial transaction (in branch) 84 88
Quality of mobile app 84 86
Reliability of mobile app (minimal down time, crashes, lags) 83 86
Website satisfaction 83 85
Call center satisfaction 76 82
Variety of financial services available (checking, savings, debit/credit cards, loans) 77 82
Ease of adding or making changes to accounts 76 81
Ease of understanding information about accounts 75 81
Competitiveness of interest rates 72 77
Number and location of ATMs 68 77
Number and location of branches 68 75

* 2023 results not available due to industry release moving from fourth to first quarter

Industry averages are weighted by companies’ market shares.
2024 results based on data collected October 2022 – December 2023

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