Credit unions have been voted Number One for Customer Experience in the 2018 CXi Ireland Customer Experience Report, taking the award for the fourth year running. This is the first time, anywhere in the world, that the same organisation has taken the award for four consecutive years. Rathkeale & District Credit Union joins 250 other credit unions across the Republic of Ireland in celebrating this outstanding achievement.
The CXi Ireland Report is an annual survey which asks consumers to rate their experiences of 156 brands across 10 different sectors. More than 2,500 customer experiences were evaluated and credit unions again emerged as the overall winners, being rated highest for empathy and for the commitment of their staff.
Accepting the award on behalf of its affiliated credit unions at this morning’s award ceremony, ILCU Head of Communications Paul Bailey said,
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. 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.
Credit unions were singled out within the report for the powerful bond forged with members – and the fact that the relationship with members was built completely on trust. Michael Killeen, Chairman of the CX Company said the remarkable success of credit unions was down to the fact that they put their members at the centre of everything they do.
“Trust is at the heart of the relationship and they pride themselves on always acting in their members’ best interests. This is evident in the commitment of their staff and volunteers, who go above and beyond in their interactions with their members. Not surprisingly people rank them highest in scores for Empathy, Time and Effort”, said Michael Killeen.
The 2018 report highlighted the very significant gap which exists between people’s views of the customer experience offered by credit unions compared to that offered by other financial institutions. Indeed, the leading bank within the survey was in 79th position.
Paul Bailey noted that despite the repeated success of credit unions in winning these awards, the credit union movement was not resting on its laurels.
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. But credit union members can rest assured. However 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.