USAA, Credit Unions Rule the Customer Experience Roost

Overall, the banking industry has improved in customer experience, according to the annual Temkin Experience Ratings.
April 05, 2013


Recently, customer experience research and consulting firm The Temkin Group polled 10,000 U.S. consumers to gauge customer experience trends in the banking industry. Overall, the banking sector is making strides in improving customer experience, the poll found, with USAA and credit unions leading the way. Here, we look at some of the more notable findings from the report.

1. Credit Unions Rule

Overall, credit unions as a group took first place in the industry for the second straight year with a positive rating of 79% (individual credit unions were not ranked, just as an entire group). USAA earned the second spot with a rating of 78% followed by ING Direct and TD Bank, which also placed favorably.

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