Credit unions added members and grew financially in 2021. Despite these optimistic figures, there may be some dark clouds underpinning these successes for credit unions. Our annual survey indicates that during 2021, the credit union member experience declined while it improved for banks. For the first time in almost a decade of reporting, credit unions did not beat banks in terms of customer satisfaction.

By comparing key areas within the credit union member experience with the bank experience, financial leaders should be better able to target problem areas such as those encountered with digital banking and address them before they affect financial performance.

For more insight into credit union member satisfaction, download the complete report.