Guess who tops banks in quarterly customer survey

FINDLAY, Ohio (10/20/06)--Credit unions have done it again, beating banks by nabbing the top spot in their category in a quarterly customer service survey.

RealPeopleRatings.com is the quarterly customer service survey launched in 2005 by Findlay, Ohio-based Corporate Research International, a market research firm specializing in mystery shopping and customer satisfaction surveys.

Credit unions were among the 14 institutions listed in the "Banks" category. They received an overall score of 7.92 out of 10, with 10 the highest score, from 3,701 respondents in the category. The next highest scorers were Washington Mutual, with a score of 7.02 and Wachovia Bank at 6.67.

Bank of America, National City Bank, CitiBank, PNC Bank Chase/Bank One, US Bank, Wells Fargo, Sovereign Bank, Fifth Third Bank, KeyBank and USA Banks received scores between 6.50 and 6.22. They are listed in descending score order.

Credit unions were among the highest scorers in all categories. Only three hotels (Marriott, Hyatt and Hilton), one department store (Nordstrom) and one restaurant (Olive Garden) received higher scores. The highest score in the entire survey was 8.31 for Marriott.

More than 6,253 panelists participated in the survey, conducted between Oct. 2 and Oct. 15. They rated their perception of each business' customer service on a scale of one to 10, with 10 being the highest score.

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