Credit Unions Win Best Customer Experience in Ireland For Eight Years Running

Credit Unions have topped the league table for the best customer experience in Ireland at the official CXi awards for a record breaking eighth year in a row.

ILCU Head of Communications, Paul Bailey said 'Once again, we see Irish credit unions top the poll for best customer experience in this year’s CXi report. This is a huge endorsement of the excellent customer experience offered by credit unions to their members on a daily basis through face to face engagement in credit union offices across the country, and through online and digital offerings. In a year which has seen Ulster Bank and KBC withdraw from the Irish market, more and more consumers are realising the importance of excellent service from a financial provider with a social ethos who puts their members’ needs at the heart of everything they do, and one which will always be there for them. It’s no coincidence that over 70,000 consumers have switched their bank accounts to credit unions since the beginning of the year. The results from the CXi report speak for themselves and it is a testament to the dedication and the hard work of staff and volunteer directors in every credit union in Ireland'.

The Customer Experience Insight (CXi) Report is published each year by the CX Company based on a survey conducted on behalf of Amárach Research. Over 33,000 experiences were assessed using the CX Framework, including the importance of employees to the customer experience, value, channel usage and net promoter score (NPS) which measures customer loyalty in an organisation.

Chairman of the CX Company, Michael Killeen said 'Irish Credit Unions topped the CXi league table for a record eight year in a row, which is unheard of around the world. Credit unions are fully committed to brilliant and consistent CX Excellence. They treat their members like a member of their own family and, in response to members’ evolving needs, are continuing to develop new products and services including mortgages, current accounts and SME loans, as they drive CX Excellence across the whole credit union sector'.

 *All findings, were gathered by the Irish League of Credit Unions (ILCU), and presented on their official website in October 2022.*