Ten must-do’s to reverse the member satisfaction trend 9SHARES There’s been a lot of recent discussion, and some serious angst, over the recently published industry satisfaction results from American Consumer Satisfaction Index (ACSI). It’s understandable if you’ve had other important matters on your plate and missed the “hot” news, so here’s a quick recap: The 2020 ACSI results show that credit unions scored below banks for the second year in a row on overall consumer satisfaction – Banks = 78, CUs = 77 (100-point scale). Further, the report shows a slow, steady erosion in credit union satisfaction over the past 10 years with scores declining since 2011 – CUs = 87, Banks = 75 (2011 scores).