Data & Analytics

11:52 AM
Bryan Yurcan
Bryan Yurcan
Slideshows
Connect Directly
Twitter
Google+
Facebook
RSS
E-Mail
50%
50%

USAA, Credit Unions Rule the Customer Experience Roost

Overall, the banking industry has improved in customer experience, according to the annual Temkin Experience Ratings.
Previous
1 of 3
Next


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

Previous
1 of 3
Next
Comment  | 
Print  | 
More Insights
Comments
Threaded  |  Newest First  |  Oldest First
Nathan Golia
50%
50%
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.
Register for Bank Systems & Technology Newsletters
White Papers
Current Issue
Bank Systems & Technology - August 2014
Modern core systems are emerging as the foundations of effective channel integration and customer engagement initiatives.
Slideshows
Video