Customer Experience winners for SEVENTH Consecutive Year

22 October, 2021

Credit unions win best in customer experience for the 7th year in a row

Credit unions have topped the national CXi Ireland Customer Experience league table for an incredible, unprecedented seventh consecutive year.

Irish credit unions are the first organisation worldwide to win this award seven times in a row.

Speaking after the announcement, ILCU Head of Communications, Paul Bailey said:

“Credit unions keep topping the CXi poll every year for one key reason – they treat their customers as members. They understand their members’ needs at different stages of their lives and tailor their services accordingly. Best in class customer, or member, experience happens organically with staff not even realising they are ticking all the emotional drivers on which CX is measured. Credit union values and ethos are not just words hanging in a picture frame on the wall of the credit union office – they are put into action on a daily basis by friendly, understanding and people focused staff. This is why credit unions have topped the CXi poll for the seventh year in a row”. 

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 about the achievement, Tomás O’Neill, Mallow Credit Union said, “Winning the CX award for the seventh consecutive year is an amazing achievement.  We are proud of the values and ethos we have here at Mallow Credit union where we treat our customers as members across our 8 branches. 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, people focused staff.”

Michael Killeen, Chairman of the CX Company, speaking at today’s award ceremony said, “The fact that credit unions have topped the poll again this year comes as no surprise to us in the CX Company. Year on year, we have seen the credit union 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.

If you would like to join a co-operative movement that focuses on providing the best customer care along with competitive financial services to meet your needs, join us today. Find out what you need to bring with you to sign up and call into any one of our 8 branches. We’d love to have you!