Credit Union Satisfaction Index 2015
The results of the Credit Union Satisfaction Index 2015 study highlight the evolving landscape of financial institutions, most notably the growing presence of online and mobile banking, as well as the importance of other differentiating factors such as reward programs and local community involvement. Although the market is changing, the study also indicates that credit union members continue to value the availability of physical branch locations.
The customer satisfaction level of credit union members continues to be among the highest of all industries measured by CFI Group, and like all financial institutions, technology is playing a key role in credit unions’ customer satisfaction. In fact, the report indicates online and mobile banking has more influence on satisfaction than any other aspect of the credit union relationship.
But while online banking with credit unions continues to rise – with 82% of customers reporting they completed at least half of transactions electronically – there has been no corresponding decrease in the importance of branch locations. Only 11% of those surveyed indicate they consider branch locations to be of little or no importance.
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