U.S. Credit Union Satisfaction Study
Benchmark Member Satisfaction and Strengthen Credit Union Loyalty
The Credit Union Satisfaction Study measures member satisfaction with their primary credit union—including loyalty, likelihood to recommend, intent to switch, and perceptions of brand image, service quality, and digital and in-person banking experiences.
What the Study Measures
A Complete View of Member Experience Across the Largest Credit Unions in the U.S.
Evaluates member experience across seven core dimensions:
• Account offerings
• Banking how and when I want
• Digital channels
• Helping save time or money
• Level of trust
• People
• Resolving problems
Tracks:
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Includes:
• Annual rankings and licensing opportunities
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
• In-year wave reporting to track performance trends and movement across key measures.
• Access to the JD Power Retail Banking Satisfaction Study results for the same year.
How It Works
How the Credit Union Satisfaction Study Works
• Captures verified voice-of-customer feedback from credit union members
• Measures performance across key dimensions including trust, service, and digital
• Segments results by demographics, financial health, and loyalty tiers
• Benchmarks against both credit unions and retail banks for full market context
Core Strengths
Strengthen Member Loyalty
• Reveals factors driving satisfaction, retention, and advocacy
• Highlights gaps across digital, service, and financial guidance
• Provides competitive positioning against leading banks and credit unions
• Helps align offerings with evolving member expectations
Business Impact
Strengthen Loyalty, Reduce Attrition
• Benchmarks performance against peers and industry standards
• Identifies strengths and weaknesses in member satisfaction
• Detects retention risks across key member segments
• Quantifies impact of service, trust, digital, and pricing
• Supports decisions that grow membership and reputation
Key Dates
2026
Fielding: January 2025
Wave 1 Publish: July 9, 2025
Wave 2 Publish: September 23, 2025
Wave 3 Publish: January 6, 2026
Wave 4 Publish: March 17, 2026
Press Release: March 31, 2026
2027
Fielding: January 2026
Wave 1 Publish: July 8, 2026
Wave 2 Publish: September 22, 2026
Wave 3 Publish: January 5, 2027
Wave 4 Publish: March 16, 2027
Press Release: March 30, 2027
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Profiled Brands
2027 U.S. Profiled Brands
Alliant Credit Union
America First Credit Union
American Airlines Credit Union
BECU
Bellco Credit Union
Broadview Federal Credit Union
CEFCUDCU
Delta Community Credit Union
Desert Financial Credit Union
DFCU Financial
Eastman Credit Union
Ent Credit Union
First Tech
Four
Leaf Federal Credit Union
Golden 1 Credit Union
Green
State Credit Union
Hudson Valley Credit Union
Idaho Central Credit Union
LMCU
Logix Credit Union
Members 1st Federal Credit Union
MIDFLORIDA
Mission Fed Credit Union
Mountain America Credit Union
MSUFCU
Navy Federal Credit Union*
OnPoint Community Credit Union
Patelco Credit Union
PenFed Credit Union
Police and Fire Federal Credit Union
PSECURBFCU
Redstone Federal Credit Union
Redwood Credit Union
Schools
First Federal Credit Union
SDCCU
Security Service Federal Credit Union
Space Coast Credit Union
Star One Credit Union
State Employees’ Credit Union
Summit Credit Union
Suncoast Credit Union
Teachers Federal Credit Union
UNFCUUSAA*
Veridian Credit Union
Virginia Credit Union
Vy
Star Credit Union
Wings
Wright-Patt Credit Union*
*Profiled but not ranked
Who should use it
Designed for Credit Union Leaders Focused on Member Experience and Growth
• Credit union executives
• Marketing and member experience leaders
• Digital product managers
• Operations and strategy teams
• Financial services vendors supporting credit union growth
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
