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

Mitchelstown Credit Union CEO Colin Irwin. (Picture: John Kelly)

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

Speaking about the achievement, Colin Irwin CEO Mitchelstown Credit Union 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 we offer our members on a daily basis through face to face engagement in our offices, and through our online and digital offerings.

“In a year which has seen Ulster Bank and KBC withdraw from the Irish market, along with other financial providers closing branches more and more consumers are realising the importance of excellent service from a financial provider with a social ethos. We put our members’ needs at the heart of everything we do, and we will always be there for them. It’s no coincidence that we’ve seen a significant increase in the number of consumers who have switched their loans to our credit union 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 Mitchelstown Credit Union and 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 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.

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.”