Newsroom

March 31, 2013

CUs best 'customer experience' for 2nd year

Temkin-art
Credit unions scored higher than
USAA, top-rated banks the second
year in a row.

April 1, 2013 – Credit unions scored highest – outstripping banks and the ever-competitive USAA – in the Tempkin Group's 2013 Experience Ratings in the banking industry category, the group announced last week.

NAFCU President and CEO Fred Becker said the report shows that credit unions, as member-owned, not-for-profit cooperatives, remain the superior model in delivering value to consumers. "This report, combined with a still-rapidly rising rate of membership growth, offers a clear sign that credit unions deliver value," said Becker.

Credit unions received a rating of 79 percent in the 2013 survey, exceeding ratings received by USAA, with 78 percent, and the two top-rated banks ING Direct and TD Bank, which tied at 74 percent.

The Temkin Group said this is the second consecutive year in which credit unions outpaced USAA and these banks in its customer experience survey, which covers 246 companies across 19 industries.

In addition to delivering the best experience, credit unions led in the "functional" and "accessible" components.