Industry Research : Small Banks Score Big in Customer Service Survey
When it comes to customer service, some banks and credit unions are right on the money. But many others are falling down on the job. That's the conclusion of a new survey by Puget Sound Consumers' Checkbook magazine.
"Well, the big guys scored substantially lower than the independent banks," said Checkbook’s Robert Krughoff.
He says even the big banks varied widely in their customer service ratings.
"For instance, Wells Fargo was at least rated superior for overall service by 56 percent of their customers. That was down at 34 percent with Chase Bank," Krughoff saod. "Some of those small independent banks, it's up in the 80, 90, 95 percent range in terms of percentage of customers who say this bank was superior in terms of the help I got from their staff."
Among banks and savings and loans, the top customer service ratings went to Heritage Bank, Timberland Savings Bank and USAA Federal Savings.
The top-rated credit unions: Alaska USA Federal Credit Union, Qualstar, Salal Credit Union and School Employees Credit Union of Washington and TAPCO.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, October 17, 2011