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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:

    2021

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Courtesy and helpfulness of tellers or other staff 84 86
Speed of financial transaction (in branch) 83 85
Quality of mobile app 82 83
Reliability of mobile app (minimal down time, crashes, lags) 83 81
Call center satisfaction 79 80
Website satisfaction 82 80
Ease of adding or making changes to accounts 78 79
Variety of financial services available (checking, savings, debit/credit cards, loans) 79 78
Ease of understanding information about accounts 78 77
Competitiveness of interest rates 74 74
Number and location of branches 68 70
Number and location of ATMs 68 69

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Industry

Credit Unions
Industry 2020 2021 % Change
Credit Unions 77 76 -1.3

Connect With ACSI

Connect With ACSI

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