For an unprecedented seventh consecutive year, credit unions have claimed the top position for the best customer experience in Ireland at the official CXi awards this week.
Chairperson of Ballina Credit Union, Mark Winters, said that credit unions continue to connect directly with their members in a way that no other financial institution can.
“When we introduced our new Current Account for members last July, including a Mastercard Debit Card, we were amazed at the reaction from our members, many of whom were disappointed with the deteriorating service which their local bank was providing.”
Credit unions are also the only brand to have maintained a constant presence in the Top Ten since the survey began, a testament to the consistency of their CX excellence.
The Customer Experience Insight (CXi) Report is published annually by the CX Company based on a survey carried out on their behalf by Amárach Research. Over 28,000 experiences were evaluated using the CX Framework, including value, channel usage, how important employees are to the customer experience, and net promoter score (NPS) which measures the loyalty of customers to a company.
“Winning the CX award for the seventh consecutive year is an amazing achievement,” said Mark.
“We are proud of the values and ethos we have here at Ballina Credit Union where we treat customers as members. We understand our members’ needs and we tailor our services accordingly. Our aim is to always provide an excellent member experience where, every day, members are sure to be met by friendly, understanding and people-focused staff.”
Michael Killeen, Chairman of the CX Company, said, “Year on year, we have seen credit unions tick all the emotional drivers which are so important for customers. Not only do they meet their members’ expectations, they continue to exceed them. The achievement of seven-in-a-row is unparalleled anywhere in the world where Customer Experience is measured and it will be some time before this record is broken. ”