VIENNA, Va.– For the seventh year in a row, Navy Federal Credit Union has been ranked No. 1 among multichannel banks for customer experience (CX) quality by the 2022 Customer Experience Index from Forrester.
According to Forrester, the ranking was based on responses from more than 96,000 survey respondents from 13 industries that include banks (direct and multichannel) and credit card issuers.
Navy Federal has also named a CX Elite brand (a top 5% brand in the entire CX Index) for banks (multichannel) and credit card issuers.
As a CX Elite brand for banks (multichannel), Navy Federal ranked in the following categories:
- Customer/Member Service
- Clear Communication
- Providing transparent prices, rates and fees
- Most Recommended by customers/members
‘The Heart of What We Do’
Among Credit Card Issuers, Navy Federal ranked second highest in the CX Index rankings.
"Our members are at the heart of what we do. We strive to go above and beyond in each interaction we have making their experiences our top priority," said Pam Piligian, chief marketing officer, in a statement." I am proud of our employee’s determination in making our members our mission."
Forrester said its CX Index score measures how a company delivers customer experiences that create and sustain loyalty.
Conducted for the seventh year in a row, Forrester's 2022 CX Index results are benchmarked on a survey of 96,211 U.S. customers across 221 brands and 13 industries. Forrester said its proprietary Customer Experience Index methodology “provides the data and insights needed to assess CX quality, understand how CX impacts loyalty intentions, and prioritize improvements that drive revenue. Even a minor improvement to a brand’s customer experience quality can add tens of millions of dollars of revenue by reducing customer churn and increasing share of wallet,” the company said.
Additional Honors
The world’s largest credit union, the $160-billion
Navy Federal said it is regularly recognized for its dedication to creating and supporting a thriving work environment. Earlier this year, Navy Federal celebrated its 12th year on the FORTUNE 100 Best Companies to Work For list. The credit union has also received other recognition this year, including: “Best Credit Unions” by GoBankingRates and “Best Auto Loan Lenders” by Bankrate.
Navy FCU has more than 11-million members, 20,000 employees and 350 branches globally.
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