Jim S Miller

Thoughts on the Client Experience and Banking

Prime Performance 2010 Bank & Credit Union Satisfaction Survey

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This has been a busy week with the release of the Prime Performance 2010 Bank & Credit Union Satisfaction Survey. We surveyed over 6,000 customers who had recently performed a teller transaction, opened a new account in a branch or talked to a bank call center representative.  In this survey we compared satisfaction at Credit Unions, Small Banks, Large Banks and the three mega-banks, Chase, Bank of America and Wells Fargo.

Just to give you the highlights, Small Banks and Credit Unions are the clear choice for a superior customer experience. Even though they come out on top, there is still room for improvement. While community banks and credit unions often claim they know there customers, they trail many of their larger competitors when it comes to using their customer’s name.  They also fair no better than the larger banks when it comes to thanking their customers.

The full report can be found at: http://www.slideshare.net/jimsmiller/prime-performance-2010-bank-credit-union-satisfaction-overall-report-summary



Written by Jim S Miller

December 8, 2010 at 12:31 pm

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