Credit unions top Irish customer experience survey for fourth consecutive year

'Credit unions care about their members, and when you care about someone, that’s what they remember'

Irish credit unions have come out on top in a national customer experience survey for the fourth year in a row.

The survey – carried out by Amarách Research on behalf of customer experience experts The CX Company – asked more than 2,5000 consumers in Ireland to rate their experiences of 156 brands across 10 different sectors. Credit unions emerged as the overall winners, being rated highest for empathy and for the commitment of their staff.

Amazon took second place while hotel group Radisson Blu was third. The survey showed an overall drop of 4% in consumers’ experience, and social media giants like Facebook and Twitter, along with Ryanair dropped down the chart. Telecoms and utility firms were among the worst performing companies.

Paul Bailey, head of communications at The Irish League of Credit Unions, accepted the award for topping the survey on behalf of the League’s members.

“We are delighted that our credit unions are receiving this award. It is testimony to the efforts of all credit union staff and volunteers in putting the member at the heart of everything they do,” he said.

“Credit unions care about their members, and when you care about someone, that’s what they remember. This is the reason credit unions are collecting this award for the fourth year in a row.

“It is clear that members want even more services from credit unions. With more and more members choosing to interact online, we are working hard to ensure that the excellent member experience also comes through via our online offerings.

“Members can rest assured, however, that whatever way they choose to interact with their local credit union, there will always be someone on hand to deal with any queries they have. And all decisions within the credit union are made by real people who take time to understand members’ real needs.”

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