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Credit Unions

Monitor member satisfaction and capitalize on areas of excellence

Get a complete picture of member perceptions and what drives their loyalty.


Gain a true understanding of your financial products, services, and competition using ACSI’s expertise in measuring perceptions and delivering key insights for the U.S. credit union industry.

At a glance:

Credit Unions

  • Inaugural year:


  • Updated:


  • Most recent data:


Satisfaction Benchmarks by Industry

Credit Unions
Industry 2021 2022 % Change
Credit Unions 76 75 -1%

Credit Union Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Courtesy and helpfulness of tellers or other staff 86 86
Quality of mobile app 83 84
Speed of financial transaction (in branch) 85 84
Reliability of mobile app (minimal down time, crashes, lags) 81 83
Website satisfaction 80 83
Variety of financial services available (checking, savings, debit/credit cards, loans) 78 77
Call center satisfaction 80 76
Ease of adding or making changes to accounts 79 76
Ease of understanding information about accounts 77 75
Competitiveness of interest rates 74 72
Number and location of branches 70 68
Number and location of ATMs 69 68

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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