Credit Unions score tops when it comes to customer service

Esther Hayden

Published 29/09/2015 | 00:00

Credit Unions offer the best customer experience for users according the latest research.

According to a report by Customer Experience Insights (CEXi), the purpose of the report is to raise the game of customer experience management in Ireland, to establish a league table by which companies can benchmark their progress in this area and to measure how customer experience in Ireland compares internationally.

Wexford company Sam McCauley came in joint 13rd position in the survey. A number of other national brands which have outlets in Wexford also appeared in the top ten including Aldi, Boots, An Post, Penneys and Lloyd's Pharmacy

Inga Ryan a Director of CEXi said the success of the Credit Unions was due to their ethos and culture. 'Credit unions are deeply embedded in the communities in which they operate. They are member owned organisations which provide a personal financial service to their customers. Like most of the top performers they scored very highly on empathy, which is something you can't buy or recreate through advertising', she said.

Utilities have scored poorly in customer service surveys globally and the situation is no different in Ireland. While An Post made the top ten - largely based on its valuable social role - Irish water failed to make the top 100 and was the back marker in the survey. It clearly has the most ground to make up. Given the economic climate of recent years the poor performance of the banking and financial sector wasn't a surprise.

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