After consistently beating out large banks in customer online banking satisfaction, credit unions are lagging behind them for the first time.
That's according to an annual research report released by Ann Arbor, Mich.-based firm ForeSee Results. The study gave credit unions a score of 86 out of 100 in customer online banking satisfaction, one point less than the score earned by large banks. Large banks saw a five-point gain in the study from 2010, putting them ahead of credit unions for the first time. CUs saw a two-point gain from last year.
The online banking study gives aggregate scores to five categories of financial institutions based on size and type: top 5 banks, top 6-10 banks, large banks, community banks and credit unions. The results are based on a survey with nearly 3,000 respondents conducted in April 2011. ForeSee Results uses the online methodology of the American Customer Satisfaction Index founded at the University of Michigan to analyze survey data, the firm said.
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