Customer satisfaction is key to your bank’s lasting success. After all, unhappy customers have plenty of other places to look for personal financial products. And many do. Sixty-nine percent of customers who leave their [...]
The American Customer Satisfaction Index (ASCI) is reporting that banks topped credit unions in customer satisfaction. This is the first time in the history of the index where banks scored higher than credit unions. After [...]
HBR’s classic article, “Putting the Service-Profit Chain to Work”, first published in 1994, had a profound impact on my thinking about the fundamental drivers of business success. Employee satisfaction and empowerment directly impact the [...]
This blog by Today's Credit Unions does a nice job of summarizing why the continued focus on Credit Union member service remains so very, very important in 2016. As Economy Improves, Customer Satisfaction Takes a [...]
As you may have seen, Consumer Reports recently published a compelling report on satisfaction levels within financial services, stating 93% of credit union members rated themselves as “highly satisfied” with their CU. Contrasted against a [...]
by: Samantha Paxson Credit unions are at an odd crossroads with locations. On the one hand, changing branch economics make it difficult to justify adding – or even maintaining – an extensive number of locations. On the [...]
Credit unions ranked significantly higher than banks in consumer satisfaction rankings, according to findings released by the American Customer Satisfaction Index (ACSI) Tuesday. Credit unions scored an 85, while the average bank scored a 76. "[...]
If you’ve been itching to ditch your bank or upgrade your credit card, you have something to look forward to in the new year. By Mandi Woodruff After several years spent catering to less [...]
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 [...]
by. Jim Marous Banks and credit unions realize that there is a strong correlation between customer satisfaction, portfolio growth and financial results, yet recent studies of customer satisfaction indicate there is still a major gap [...]
by. Sean McDonald One of my favorite business books is called “Customer Satisfaction Is Worthless. Customer Loyalty Is Priceless,” by Jeffrey Gitomer. While I am personally thrilled that Gitomer wrote an entire book on this [...]
by Jim Marous According to recently released research, credit unions continue to score higher than banks in six key areas that have been found to drive customer satisfaction. Interestingly, however, while lower rates and fees [...]
Credit union sites scored the highest in user satisfaction with average scores of 82--or "highly satisfied," in Foresee's Financial Services Benchmark released last week. The Foresee survey reports on online and mobile customer satisfaction trends [...]
BY PETER STROZNIAK Credit unions are No. 1 when it comes to online customer satisfaction and customers are generally highly satisfied with their financial mobile sites, according to ForeSee’s Financial Services Benchmark report released [...]
U.S. credit unions continue to achieve much higher satisfaction and advocacy rates compared to large regional and national banks, according to results announced Tuesday of the 2012 ath Power Ideal Banking Study, which assesses [...]
