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Bryan Yurcan
Bryan Yurcan
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USAA, Credit Unions Rule the Customer Experience Roost

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


Bryan Yurcan is associate editor for Bank Systems and Technology. He has worked in various editorial capacities for newspapers and magazines for the past 8 years. After beginning his career as a municipal and courts reporter for daily newspapers in upstate New York, Bryan has ... View Full Bio

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Nathan Golia
Nathan Golia,
User Rank: Author
4/10/2013 | 12:35:49 PM
re: USAA, Credit Unions Rule the Customer Experience Roost
As in insurance, it seems niche and smaller players benefit from a position of more customer intimacy when it comes to these rankings.
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