A recent survey found U.S. credit union customers were more satisfied with their financial institution than customers at large national banks, by 13 percentage points, yet consumers hold accounts far more often with large nationals, by 24 percentage points.
Major reasons, according to the survey by the digital consultancy Mobiquity, appear to be the hassle of switching accounts and the limitations of smaller institutions’ digital offerings compared to national banks. The survey was conducted in December and included more than 1,000 U.S. consumers.
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