Bank satisfaction historically has run several points lower than the Credit Union Satisfaction Index (CUSI). Banks closed the gap to 2 points in 2016, but the gap continues to widen again to 6 points at the end of 2018.

However, when it comes to resolving customer problems, banks may have an advantage. Banks received a score of 82 from their customers for handling customer problems, compared to the 74 credit unions received from their members. The study also showed that while 13% of bank customers have experienced a specific issue or problem with an aspect of their service in the past 60 days, customer satisfaction levels among those bank customers who experienced a problem is just as high as the satisfaction for bank customers who did not experience a problem.

Most driver scores across the retail bank experience moved up from 2017 to 2018. The Branch Experience score improved the most, going up 2 points from last year, with scores for most other drivers up a point. Online Banking and Mobile Applications remain steady at 87 and 86, respectively. These scores are unchanged from last year but remain high, demonstrating the strong customer appreciation for the mobile tools made available by banks.

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