CUs Fall Behind Banks in Online Satisfaction
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.
How are credit unions, many of which are investing in new online banking features, reacting to this news?
Lee T. MacMinn, president/CEO of the $500 million, Warminster, Pa.-based Freedom Credit Union, which recently rolled out iPhone remote deposit services, is not worried, given that credit unions still beat out community banks and the top 10 biggest banks in the study.