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GreenStone Sets Customer Satisfaction Record
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GreenStone Farm Credit Services, the sixth largest lender in the Farm Credit System, has earned a record 97 percent customer satisfaction rating for the first time in the cooperative’s more than 95-year history.



GreenStone Sets Customer Satisfaction Record


GreenStone Farm Credit Services, the sixth largest lender in the Farm Credit System, has earned a record 97 percent customer satisfaction rating for the first time in the cooperative’s more than 95-year history. Michigan-based Advantage Research and Analysis completed the independent GreenStone customer satisfaction survey.

“Every GreenStone staff member makes customer service their number one priority, and I believe the results of this survey help validate that,” said GreenStone president and CEO, Dave Armstrong. “We put a tremendous amount of time and effort into getting to know each of our customers and providing them with lending and financial services options tailored to their individual needs. As a result, we have consistently experienced superior ratings since we began the customer satisfaction survey in 2000.”

GreenStone customers from throughout Michigan and northeast Wisconsin participated in the survey. Customers indicated they were most satisfied with clerical staff performance and the financial soundness of the cooperative, as well as the value GreenStone has for its customers, and the organization’s flexibility and understanding of agricultural businesses. The survey also showed that 93 percent of those surveyed would return to GreenStone for their future lending needs.

“GreenStone’s customer satisfaction rate of 94 to 97 percent satisfied during the last five years is simply off the charts,” said Dr. Robert Myers, Project Director, from Advantage Research and Analysis. “Typical customer satisfaction rates at other financial institutions are in the 65 to 85 percent range, with anything above 80 percent generally regarded as an excellent performance. GreenStone’s consistent customer satisfaction rates in the mid 90 percent range are truly exceptional.”

Contributing to the cooperative’s overall satisfaction rate were the high marks received by GreenStone’s 37 branch locations. Individual branch satisfaction rates reached as high as 100 percent.

“Our branch offices are the face of GreenStone and the service that they offer to our members is critical to continuing to maintain high customer satisfaction ratings,” said Armstrong. “We are fortunate to have a workforce comprised of individuals who are passionate about agriculture, country living, and providing quality service to our customers.”

The 97 percent satisfaction rating achieved by GreenStone surpassed the cooperatives previous best rating of 95 percent set in 2011. A random selection of members from GreenStone’s traditional, country living, and commercial customer segment participated in the survey.