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) award based on Forrester’s proprietary 2022 US Customer Experience Benchmark survey.
The recognition was presented to Navy FCU as it hosted a Forrester CX Index executive presentation as part of its annual event focused on the insights and assessments of:
- 2022 US customer experience trends
- CX Index Score, Quality Metrics, and Loyalties – With three years of trending
- Competitive benchmarking
- Priority set of CX drivers
- Forrester’s CX Business Impact Simulator model
- CX performance by channels and channel type
‘Customer Obsessed’
Michelle Yaiser, VP of data insights and engagement at Forrester presented the world’s largest credit union with the award.
“This year’s CX Index results clearly indicate that brands need to continue to be customer obsessed — putting their customers at the center of their leadership, strategy, and operations — if they want to deliver exceptional CX,” said Yaiser. “Brands that provide strong emotional quality in customer experiences see higher CX Index scores, foster greater brand loyalty, and enable stronger customer trust.”
According to Forrester, the ranking was based on responses from more than 96,000 survey respondents from 13 industries, including airlines, auto and home insurers, auto manufacturers (luxury and mass market), banks (direct and multichannel), credit card issuers, federal government agencies, health insurers, hotels, investment firms, retailers, and utilities.
The credit union has also been named a CX Elite brand (a top 5% brand in the entire CX Index) for banks (multichannel) and credit card issuers.
"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 at Navy Federal." I am proud of our team members’ determination in making our members our mission."
Category Rankings
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
Among Credit Card Issuers, Navy Federal ranked second highest in the CX Index rankings.
Forrester’s 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 US customers across 221 brands and 13 industries.
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