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Temkin Survey Rates CUs High on Trust
Wednesday, May 27, 2015 6:40 AM

Temkin Survey

According to the results of the 2015 Temkin Customer Service Ratings and Trust surveys, in terms of trust, consumers rated credit unions higher than any other business or organization, sharing the top spot with the H-E-B supermarket chain.

Credit unions scored an 80 percent on Temkin’s trust rating scale, while TD Bank, the highest-rated bank (No. 36), scored a 66 percent.

The survey asked roughly 10,000 consumers to identify and rate companies they had interacted with during the previous 60 days.

As for customer service, consumers rated credit unions third, after Chick-fil-A and USAA, which took the top spot for the third straight year. Credit unions shared the third spot with the grocery store chains Aldi and Trader Joe’s.

Financial institutions rated third as an industry overall for customer service, posting a score below 60 percent. With a 74 percent, credit unions helped push that final total higher, while the top-rated bank, Sun Trust Bank, scored a 67 percent.

Additional highlights:

  • Supermarkets, retailers, and banks, as an industry, earned average ratings of “strong” while TV service providers and Internet service providers earned an average rating of “very weak;” 
  • Six industries improved between 2014 and 2015, while 13 declined; and
  • On average, hotels and computers increased the most between 2014 and 2015, while supermarkets, rental car agencies, and major appliances dropped the most.