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Irish Credit Unions top Customer Experience league table for record setting eight years running

Posted on: 18 Oct 2022

Tuesday 18th October 2022. Credit unions have topped the league table for the best customer experience in Ireland at the official CXi awards announced today. This is a record-breaking eighth year in a row that credit unions have topped the CXi poll.

Speaking after today’s announcement, 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 annually by the CX Company based on a survey carried out on their behalf by Amárach Research. Over 33,000 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.

Speaking at the CXi report launch, Michael Killeen, Chairman of the CX Company 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.”