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Credit Unions Top Customer Satisfaction Among US Financial Institutions


This article is republished through a partnership between NCBA CLUSA and Co-operative News. The Co-operative News posted the following article on November 18, 2014.

American credit unions are ranked first in customer satisfaction, significantly outpacing all other financial institutions, according to findings released today by the American Customer Satisfaction Index (ACSI). The 85 customer satisfaction score is first among financial institutions, where the average bank score lags behind at 76.

ACSI measures components including expectations, quality, value, loyalty, and having lower complaint rates, and is the only national cross-industry measure of customer satisfaction in the United States. The index measures the satisfaction of U.S. household consumers with the quality of products and services offered by both foreign and domestic firms with significant share in U.S. markets.

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