VIENNA, Va.--For the second year, Navy Federal Credit Union has been ranked No. 1 among U.S. companies in KPMG’s 2019 U.S. Customer Experience Excellence Report.
The credit union is being recognized for delivering the best customer experience, taking the top spot over 295 brands across 10 business sectors.
“Our mission is to serve as our members’ trusted financial partner for all of life's important decisions,” Mary McDuffie, president/CEO of Navy Federal, said in a statement. “Our entire team is committed to meeting our members’ needs and we are always looking for new ways to make the member experience even better.”
KPMG ranked brands across Six Pillars of Customer Experience Excellence to identify the leaders in each country: Personalization; Integrity; Expectations; Resolution; Time & Effort and Empathy. Navy Federal is one of only five brands to receive a score 8.5 or more.
‘Unique Emotional Connections’
“KPMG’s research shows us that leading organizations have built unique emotional connections with their customers, and continue to deliver impactful experience across the customer lifecycle,” Julio Hernandez, U.S. Customer Advisory Practice Lead, KPMG, in a statement. “Navy Federal Credit Union once again tops our leaders table because our research indicates that they have a personal, individualized understanding of their members, allowing them to put their members firmly at the center of their decision making.”
KPMG said the research for this year’s U.S. report was conducted via an online survey and was completed in May 2019. A total of 7,552 U.S. consumers who had interacted with a brand in the last six months were interviewed. Each brand needed a minimum of 100 consumer responses to be considered.