Mutuals outscoring banks for customer satisfaction says Dudley

THE Dudley Building Society has said a customer survey has revealed strong satisfaction levels for the way the mutual conducts its business.

The society said the results mirrored those conducted at national level which show mutuals outscoring banks across many aspects of customer satisfaction.

It said research conducted for the Building Societies Association found that consumer views of the service they received from banks and building societies had swung distinctly in favour of building societies and other mutual lenders and deposit takers in the months May to July 2012.

The Dudley said its own survey had shown 99% of members were either ‘Satisfied’ or ‘Very Satisfied’ with the way they are treated.

Customers also rated the Dudley at 95% or more in relation to branch facilities, branch access, friendliness of staff, helpfulness of staff and product knowledge, while 95.4% said they would recommend the society to a friend or relative.

Tim Taylor, Commercial Director at Dudley Building Society, said the findings highlighted the options available to local savers and borrowers.

“The results of the national surveys echo the opinions of Dudley Building Society members; high quality customer service in financial services is desirable, valued and more importantly is on hand, and on hand locally,” he said.

Commenting on the national picture, Hilary McVitty, BSA Head of External Affairs, said: “Strong feelings are clearly being expressed here by consumers. These views are being backed up by action by more than a few, as evidenced by the sustained increase in mortgage lending and a healthy inflow of retail deposits in July announced today.

“Whilst mutuals are currently benefiting, their attention is not just on the present, but the future and continuing to deliver the products that UK consumers want with the service and behaviours that they expect.”