After consistently beating out large banks in customer online banking satisfaction, credit unions are lagging behind them for the first time.
That's according to an annual research report released by Ann Arbor, Mich.-based firm ForeSee Results. The study gave credit unions a score of 86 out of 100 in customer online banking satisfaction, one point less than the score earned by large banks. Large banks saw a five-point gain in the study from 2010, putting them ahead of credit unions for the first time. CUs saw a two-point gain from last year.
The online banking study gives aggregate scores to five categories of financial institutions based on size and type: top 5 banks, top 6-10 banks, large banks, community banks and credit unions. The results are based on a survey with nearly 3,000 respondents conducted in April 2011. ForeSee Results uses the online methodology of the American Customer Satisfaction Index founded at the University of Michigan to analyze survey data, the firm said.
Complete your profile to continue reading and get FREE access to CUTimes.com, part of your ALM digital membership.
Your access to unlimited CUTimes.com content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking credit union news and analysis, on-site and via our newsletters and custom alerts
- Weekly Shared Accounts podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical coverage of the commercial real estate and financial advisory markets on our other ALM sites, GlobeSt.com and ThinkAdvisor.com
Already have an account? Sign In Now
© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
Natasha Chilingerian
Natasha Chilingerian has been immersed in the credit union industry for over a decade. She first joined CU Times in 2011 as a freelance writer, and following a two-year hiatus from 2013-2015, during which time she served as a communications specialist for Xceed Financial Credit Union (now Kinecta Federal Credit Union), she re-joined the CU Times team full-time as managing editor. She was promoted to executive editor in 2019. In the earlier days of her career, Chilingerian focused on news and lifestyle journalism, serving as a writer and editor for numerous regional publications in Oregon, Louisiana, South Carolina and the San Francisco Bay Area. In addition, she holds experience in marketing copywriting for companies in the finance and technology space. At CU Times, she covers People and Community news, cybersecurity, fintech partnerships, marketing, workplace culture, leadership, DEI, branch strategies, digital banking and more. She currently works remotely and splits her time between Southern California and Portland, Ore.
