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
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Inaugural year:
2008
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Updated:
annually
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Most recent data:
2022
Satisfaction Benchmarks by Industry
Credit Unions
| Industry | 2021 | 2022 | % Change |
|---|---|---|---|
| Credit Unions | 76 | 75 | -1% |
Credit Union Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Courtesy and helpfulness of tellers or other staff | 86 | 86 |
| Quality of mobile app | 83 | 84 |
| Speed of financial transaction (in branch) | 85 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 83 |
| Website satisfaction | 80 | 83 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 78 | 77 |
| Call center satisfaction | 80 | 76 |
| Ease of adding or making changes to accounts | 79 | 76 |
| Ease of understanding information about accounts | 77 | 75 |
| Competitiveness of interest rates | 74 | 72 |
| Number and location of branches | 70 | 68 |
| Number and location of ATMs | 69 | 68 |
Industry averages are weighted by companies’ market shares.