June 30, 2020
A survey sent out by Forbes and marketing research firm Statista to nearly 25,000 people in the U.S. asking about their banking relationships found that Frankenmuth Credit Union had the top overall score in 2020.
Consumers were asked 20 questions about their financial dealings and rated their overall recommendations and satisfaction, as well as five subdimensions (trust, terms and conditions, branch services, digital services and financial advice).
“I am thrilled to hear Frankenmuth Credit Union received the distinguished Forbes 2020 honor of Best Credit Union in the state of Michigan. It’s a badge we will wear proudly”. Said Vickie Schmitzer, Frankenmuth Credit Union CEO.
Only 3.5% of all credit unions nationally made the list and Frankenmuth Credit Union came in with the top overall score (96.2%).
Vickie acknowledged that the recognition from Forbes is extra special to her considering financial institutions were deemed an essential service and placed on the front line after Michigan Governor Gretchen Whitmer implemented the “Stay Home, Stay Safe” order.
The novel coronavirus created a challenge for Frankenmuth Credit Union’s staff who needed to stay safe and serve their members at the same time. With in-person contact limited, Frankenmuth Credit Union saw a 200% spike in online chats, a 184% surge in website traffic, and a 62% swell in calls.
“We immediately had to re-assign our staff who were either working in the office or working from home to help the support center manage the influx of requests coming in from our members.”
Those requests increased when Frankenmuth Credit Union offered skip-a-pays, low-interest loans, and balance transfers. When the Paycheck Protection Program (PPP) became available the business department processed over 470 loans totaling $31,000,000.
Vickie credits her staff for all of their hard work and flexibility during the pandemic that led to the prestigious recognition from Forbes.
“Together, we learned to become patient with the exhausted staff member who juggled working nine to five and teaching their children six to ten.”
I loved the customer service I just had over email, they were super nice and assisted me right to the point! Reason why I still stick around because you get treated like you’re family!! 100% —Lee
I know that whether I am making a deposit or working with the mortgage department, I will receive personal attention. Both the drive-thru as well as the front desk are always very attentive and helpful.—John S.
As long as Frankenmuth Credit Union continues to treat us as family we will continue to grow. You’re doing a great job. Keep up the good work.—R. Charles
I’ve always banked at FCU in Reese & continue to do so even out in California. I don’t think I could take my banking anywhere else.—Kyle A.
Very convenient and friendly services! It feels like old business in modern world. Trying to contact banks during a convenient time in today’s world is tricky but FCU allows me to easily get support anytime and in any avenue (text, email, phone, on site) AND bonus…they are friendly!—Jami G.
Visiting the branches is like visiting family members. The staff is very kind and efficient. We feel appreciated and welcomed always.—Carmen F.
I’m proud to be a member of Frankenmuth Credit Union.—Jason S.
Great staff, friendly and extremely helpful. Best of all, open 7 days a week so someone is always available to help or a branch is always open to go into. Thanks FCU. I wouldn’t change a thing and I am always recommending you to all my friends and relatives.
Online Chat is the best. People are always responsive and helpful, and it is the easiest way to quickly have my problems solved.—Zekiel B.
Wouldn’t go to any other credit union. Frankenmuth Credit Union takes care of their members.—Goldy T.
Every time I do a transaction online I always get fast courteous service-very professional-thank you so much Frankenmuth Credit Union—Barb G.
I was able to consolidate my auto loan at FCU for much cheaper than I am paying at another banking institution. I have no idea why people would bank anywhere else!—Susan M.
Frankenmuth Credit Union went above and beyond to assist my family with a Gift of Hope. Words cannot describe how much my heart has been overjoyed by this act of kindness. I am forever grateful.—Shadena S.
FCU is a great place. Everyone is always so friendly. They are also very willing to help if you fall on hard times. I love this Credit Union and highly recommend it to everyone!—Kayla F.
I have been a member since high school and FCU has always been so helpful. Through moves to college and overseas, FCU has always caught fraudulent activity. The chat and online banking is so useful.—Chelsey V.
FCU is always very helpful and looking out for their members. They offer excellent financial services with amazing customer service! I highly recommend FCU!—Yvette B.
Everyone has been so amazing! Thank you being kind in a time when our world is so uncertain.—Twila M
I spoke with the Call Center. They were extremely helpful and personable…and this was through text message. I love FCU and every experience continues to reinforce what a quality company you are.—Melissa P.
FCU has the best staff, hardworking, knowledgeable and friendly people. Easy to work with and smooth transactions of loans and accounts. We love our credit union!—Michelle D.
We live far away and do most of our banking online and via telephone with you. You are the best bank in the world. Everyone is friendly and awesome, I can’t say enough good things about you guys.—Jennifer P.
Your credit union is awesome, and my family loves the employees and services provided. You went above and beyond to help us feel comfortable. I would gladly refer FCU to anyone!—Shane H.
My application for an auto loan was processed very quickly and with excellent customer service. I had such a great experience we chose to move our banking to FCU. I’m happy to be a member of this great credit union!
I’m a new member and I’ve never had a better first impression!—Laura T.
Justin helped me get through the application in no time. He was awesome . And, a big shout out to Helene on the business side. Kudos to all the team members at Frankenmuth Credit Union. Keep up the good work team—Brian S.
I have had many mortgages and refinanced many times over the last 25 years, this was the fastest and most efficient I have ever experienced. Impressive!—Mark & Kim B.