Credit Unions
Monitor member satisfaction and capitalize on areas of excellence
Get a complete picture of member perceptions and what drives their loyalty.
CREDIT UNIONS
Gain a true understanding of your financial products, services, and competition using ACSI’s expertise in measuring perceptions and delivering key insights for the U.S. credit union industry.
At a glance:
Credit Unions
-
Inaugural year:
2008
-
Updated:
annually
-
Most recent data:
2024
Credit Unions
Satisfaction Benchmarks by Industry*
| Company | 2022 | 2024 | % Change |
|---|---|---|---|
| Credit Unions | 75 | 79 | 5% |
* 2023 results not available due to industry release moving from fourth to first quarter
Credit Unions
Satisfaction Benchmarks by Company*
| Benchmarks | 2022 | 2024 |
|---|---|---|
| Courtesy and helpfulness of tellers or other staff | 86 | 88 |
| Speed of financial transaction (in branch) | 84 | 88 |
| Quality of mobile app | 84 | 86 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 86 |
| Website satisfaction | 83 | 85 |
| Call center satisfaction | 76 | 82 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 77 | 82 |
| Ease of adding or making changes to accounts | 76 | 81 |
| Ease of understanding information about accounts | 75 | 81 |
| Competitiveness of interest rates | 72 | 77 |
| Number and location of ATMs | 68 | 77 |
| Number and location of branches | 68 | 75 |
* 2023 results not available due to industry release moving from fourth to first quarter
Industry averages are weighted by companies’ market shares.
2024 results based on data collected October 2022 – December 2023