Credit Unions In the Lead on Customer Experience. Banks Improve

The 2013 Temkin Experience Ratings rank the customer experience of 246 companies across 19 different industries. In the survey, 10,000 U.S. consumers evaluate three areas of customer experience: functional (can customers do what they want to do), accessible (how easy it is to work with the company), and emotional (how consumers feel about their interactions).

Credit unions, which are ranked third across all industries, as a group were the only bank to receive an excellent rating. Four banks earned “good” ratings: PNC, TD Bank, USAA, and ING Direct. Eight banks received “okay” ratings while three banks received “poor” ratings: Citibank, Bank of America, and HSBC.

Credit unions take first place in the banking industry for the second straight year with a rating of 79%. USAA is the topped rank bank with a rating of 78%, followed by ING Direct and TD Bank tied for third with ratings of 74%. Credit unions lead in the functional and accessible components while USAA leads in the emotional component.