Credit unions top customer rankings but Luas drops

Irish Water worst performer in customer experience survey

27th September, 2016
RSA says Irish insurance market tough. Picture: Fergal Phillips

A report on how Irish customers view their experiences with a range of brands and companies has put Irish credit unions in first place for the second year in a row, while Irish Water was the worst performer.

Cosmetics retailer Lush was rated second best for customer experience while An Post was third in the survey published today by Dublin-based company Customer Experience Insights (CXi).

There was a big drop for Luas, which fell 105 places to 127th in the rankings after a strike which halted the service for 12 days during the summer. But Ryanair moved into the top 100 for the first time, at 77th position, as its more customer-oriented approach appeared to pay dividends. Ryanair still trails rival Aer Lingus, despite the latter's drop to 28th place.

According to the survey, the insurance sector was the worst performer of all 10 categories as premiums continued to rise. CXi said all 10 car insurance firms surveyed fail to make the top 100 while new entrant AIG – in spite of its high profile sponsorship of Dublin GAA – only came in at 146th of 149 brands surveyed.

In the public sector category, the top performer was the Passport Office at number 32.

In the financial sector there was a marginal decline in overall scores. AIB, Bank of Ireland and Ulster Bank all saw improvements in their scores, but Ulster Bank at 83 was the only bank with a branch network to make it into the top 100.

The retail and supermarket sector performed strongly, with Aldi eighth, M&S Retail ninth and Penneys 10th.

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