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CUs Retain Top FI Position in Temkin Experience Survey
Thursday, April 7, 2016 6:30 AM

Credit unions, with their commitment to member service, once again were rated as the top financial institution in the annual Temkin Group customer experience ratings.

The term “a credit union” moved up to No. 7 from No. 8 last year. Credit unions are ranked 77 percent higher than any other branded bank in the banking category, with a rating that is nine points higher than the industry average. Supermarket chain Publix held the highest overall rating at 81 percent.

The research firm surveyed 10,000 consumers regarding their experience with 294 companies across 20 industries. The experience ratings measured three categories:

  • Success: How well do experiences meet customers' needs?
  • Effort: How easy is it for customers to do what they want to do?
  • Emotion: How do customers feel about the experiences?

Credit unions were in the top 10 in the success and effort categories and the top 20 in emotion.

In 2015, credit unions consistently received high rankings in Temkin ratings for web experience, trust, and customer service.