Credit Unions Rank High in Service
Consumers rate the customer service they receive at credit unions higher than the service at some of the nation’s most popular companies, including Panera Bread, Lexus, Costco, Whole Foods and Marriott, according to the 2015 Temkin Customer Service Ratings.
The customer research firm’s annual survey is based on feedback on 278 companies via an online survey of 10,000 U.S. consumers during January 2015. The survey asked consumers to identify companies that they interacted with during the previous 60 days and to rate their satisfaction with their customer service on a scale of 1 to 7 (with 7 being the highest).
Temkin calculated the rankings by taking the percentage of consumers who gave a rating of 6 or 7 and subtracting the percentage that gave a rating of 1, 2 or 3. The results span 20 industries.
USAA took the top spot at 79%, followed by Chick-fil-A at 75%. Credit unions came in third at 74% and were tied with grocery chains Aldi and Trader Joe’s. In 2014, credit unions came in eighth at 73%, beating major players such as Starbucks, TD Bank and even Nordstrom.
Coming in last place on Temkin’s 2015 list was Comcast, with a score of 17%. Consolidated Edison Company of New York, Cox Communications, Charter Communications, software company Blackboard and Time Warner Cable rounded out the bottom of the list, each with scores below 30%.
Temkin’s 2015 Customer Service Ratings list comes on the heels of its recently released experience ratings, which rank how easy customers said it is to interact with 268 different companies. In those rankings, credit unions came in eighth with a score of 81%, which was unchanged from 2014.