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7 Drivers of Member Satisfaction: CFI Group

Study pinpoints convenience, rates and communication as several key factors in member happiness.

By Tina Orem | Updated on September 22, 2015
The seven key drivers of member satisfaction, according to CFI Group's 2015 CUSI, are illustrated here.

Credit unions are doing a better job than banks when it comes to keeping customers happy, according to CFI Group’s 2015 Credit Union Satisfaction Index released Tuesday, and there are at least seven reasons for that success.

“This is the third year we’ve measured customer satisfaction with credit unions and the results have been consistently strong,” CFI Group CEO Sheri Petras said. “The score of 87 is eight points ahead of the banking average and 13 points ahead of the highest-scoring bank measured by the American Customer Satisfaction Index.”

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Tina Orem

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