Bank and credit union customer satisfaction: Fact or fiction?

by Snarketing 2.0

by. Ron Shevlin

ACSI releases its 2013 customer satisfaction scores for the financial services industry today. A sneak peek at the numbers gave me a few days lead time to look into this year’s results.

There may be a few surprises for industry insiders, but creditunionistas can rest easy: Credit unions continue to outscore banks on customer satisfaction,

In fact, this year’s score for CUs is up three percentage points from 2012. For 2013, credit unions scored an 85 on ACSI’s customer satisfaction scale, versus 78 for banks. The four largest US banks all scored improvements in 2013 from their 2012 scores.

20131208 ACSI

My take: Don’t let me rain on your parade, creditunionistas, but some of the ACSI scores make no sense to me.

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