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DATE
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REPORT
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08-05-2011
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Member Loyalty Group released their 2nd
quarter credit union Net Promoter® benchmark score today and reported that, on average, credit unions have a 58% Net Promoter®
score compared to only 18% for banks.
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Mar 2011
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The American Customer Satisfaction
Index (ACSI), www.theacsi.org, reports scores on a 0-100 scale at the national level. In the fourth quarter of 2010, the credit union industry scored
80, with retail banks scoring 76.
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Feb 2011
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Satmetrix releases the Net Promoter Industry
Report 2011 reporting banking institutions had an average NPS of 18%.
USAA stood out again with an NPS of 87%.
2011 Net Promoter Industry Benchmarks
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03-17-2010
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Satmetrix
releases the Net Promoter Industry Report 2010 reporting banking institutions had an average NPS of 20%. USAA stood out as a leader with an NPS of 81%, placing it 40
points ahead of runner-up BB&T. Citigroup was the only bank profiled with more Detractors than Promoters, earning
an NPS of -9%.
2010 Net Promoter Industry Benchmarks
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02-23-2010
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Consumer
Contact releases their recent survey of Canadian banks and credit unions. Credit unions, with a NPS of 49.1%, had a more loyal base of customers than
banks, with an NPS of 40.1%.
Click on The Credit Union Loyalty Factor: More Than Just a Bank to obtain the complete report.
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