VIENNA, Va.–For the fourth consecutive year, Navy FCU has been ranked number-one in customer experience among multi-channel credit unions/banks in Forrester’s 2019 U.S. CX Index survey.
In the ranking, Navy FCU achieved CX Elite status, ranking as a top 5% brand among 260 brands in 16 industries. The survey also found that members are more likely to recommend Navy Federal Credit Union among multi-channel banks/credit unions.
“We zero in on our members’ experience in everything we do – whether they visit a branch, call us or use our digital channels. Every one of our team members has a role to play in understanding and creating that experience, regardless of where they work in the organization,” said Mary McDuffie, president/CEO of Navy Federal, in a statement. “Our tag line is ‘Our Members are the Mission’...and we mean it.”
Navy Federal also ranked highest among multi-channel banks/credit unions for customer service, clear communication, and transparent prices, rates and fees.
‘Exceptional Member Experiences’
“Navy Federal Credit Union has been a CX Elite brand for all five years of the US CX Index benchmark and the highest scoring brand overall for the past two years,” said Michelle Yaiser, director, Customer Experience Analytics at Forrester, in a statement. “Not only do they have more customers giving them an Excellent rating than any other multi-channel banks/credit unions in our benchmark, they also have the fewest customers rating them Poor/Very Poor. Their continued high-level performance is indicative of their ability to deliver exceptional member experiences throughout the member journey.”
Based on a survey of over 100,000 US adult customers in 2019, Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens the loyalty of its customers.