Archive Links

Consumer Archive
CU System Archive
Market Archive
Products Archive
Washington Archive
150x172_CUEffect.jpg
Contacts
LISA MCCUEVICE PRESIDENT OF COMMUNICATIONS
EDITOR-IN-CHIEF
MICHELLE WILLITSManaging Editor
RON JOOSSASSISTANT EDITOR
ALEX MCVEIGHSTAFF NEWSWRITER
TOM SAKASHSTAFF NEWSWRITER

News Now

CU System
Latest study adds to list of satisfied CU members
NEW YORK (5/14/10)--Credit unions provide the most satisfying online banking experience, according to a survey conducted by ForeSee Results. Credit unions garnered an aggregate satisfaction score of 84. The top five banks provide the least satisfying experience, but still have an average score above 80, ForeSee said. Highly satisfied online banking and credit union members report an overall bank satisfaction score that is 32 points higher than dissatisfied customers. “As has been the case in every year of the study, credit unions provide their customers with the most satisfying experience,” the study said. “Credit unions also produced the highest trust score at 87.” The five biggest banks--Bank of America, Citi, Chase, PNC and Wells Fargo--scored the lowest with scores ranging from 78 to 83. Although credit unions scored high in online satisfaction, overall satisfaction with online banking dipped to 81 from an all-time high of 83 last year. “Financial services companies should care about online customer satisfaction for more reasons than just public image,” the study said. “Highly satisfied online customers report by a wide margin that they are more likely than less satisfied customers to purchase more services, open more accounts, use the [institution’s] website as a primary channel, and recommend both the company and its website.” ForSee suggested that credit unions understand how online satisfaction drives multichannel behavior and loyalty. To increase satisfaction, they must understand which elements have the greatest impact on satisfaction, the Ann Arbor, Mich.-based company said. The survey was conducted among 3,000 respondents in April. Survey respondents included subscribers to Forbes.com and online panelists from FGI Research.
Other Resources

RSS





print
News Now LiveWire
Credit card issuers could see a reduced burden for 1 year under a @CFPB proposal issued this week. News Now: http://t.co/CYVXLUmVBq
6 hours ago
RT @CUEscan: Branches Will Be the Cornerstone of Growth http://t.co/fVqPPaGeVL http://t.co/xxMyKGQMrl
7 hours ago
RT @asmarterchoice: According to @Bankrate study, customers more likely to find FREE checking at #Creditunion than a bank! http://t.co/ntCb…
7 hours ago
Ditch monthly subscriptions to save $$, @YoungFreeMI Fielder tells @freep http://t.co/TFnsps4Dui #ASW2015
7 hours ago
.@federalreserve extends comment period for capital surcharges on systemically important U.S. bank holding cos. http://t.co/MOJJBn9DfA
8 hours ago