For the third year in a row, credit unions are the highest ranked financial institution in the Forrester Research annual Customer Experience Index (CxPi). The 2007 CxPi and the 2008 CxPi rankings were published in Q4. This year the CxPi in was released in Q1 2010.
The 2010 CxPi ranks 133 organizations across 14 industries: Airlines, Banks, Credit Card Providers, Health Plans, Hotels, Insurance Firms, Internet Service Providers, Investment Firms, Parcel Shipping Services (new this year), PC Manufacturers, Retailers, TV Service Providers, Utilities (new this year), and Wireless Carriers.
While the average bank score dropped significantly from last year (down to 66%), credit unions actually moved even higher on the overall list and scored 85% on the index this year.
The CxPi is based on consumer evaluations during November 2009 across three areas: 1) meeting needs; 2) being easy to work with; and 3) enjoyability
BMI Federal Credit Union takes great pride in offering exceptional member service across the board. After all, you are more than a customer at your credit union; You are a member/owner!
Special thanks to Bruce Temkin for sharing this information on his ”Customer Experience Matters” Blog. You can read his entire post here.