Navy Federal Credit Union tops customer experience charts

Navy Federal Credit Union Retains # 1 Industry Leader For Sixth Consecutive Year, Ranking # 1 Among Multi-Channel Banks / Credit Unions For Customer Experience In Forrester Exclusive 2021 CX Index ™ Survey . The credit union was once again named the CX Elite brand (one of the top 5% brands) and took the lead in customer experience among credit card issuers.

“The member experience is at the center of everything we do, whether it’s visiting a branch, calling our 24/7 contact center or using our digital channels. Our entire team is committed to continually improving the experience in every way possible, ”said Mary McDuffie, President / CEO of Navy Federal. “This recognition is further proof that our focus on our members really makes a difference. “

Recognized as a CX Elite brand, Navy Federal has been ranked # 1 among multi-channel banks / credit unions in the following categories:

  • Customer / member service
  • Clear communication
  • Provide transparent prices, rates and fees
  • Most Recommended by Customers / Members

Navy Federal also received the highest score for credit card issuers in the following categories:

  • Customer / member experience
  • Most Recommended by Customers / Members

“The past year has revealed how brands that put their customers at the center of everything they do can continue to meet changing customer needs, even in times of crisis,” said Michelle Yaiser, vice president of CX Analytics at Forrester. “Brands that have adapted the way they interact with customers while continuing to make them feel good about their interactions, have experienced higher CX index scores, increased customer loyalty and a larger group of dedicated customers. “

Conducted for the seventh consecutive year, Forrester’s CX Index ™ results are compared to a survey of more than 85,000 US customers across 220 brands and 13 industries. Survey scores are based on measures of a brand’s ability to deliver customer experiences that create and maintain loyalty.

Navy Federal has been continuously recognized for its dedication to creating a thriving work environment and providing an exceptional experience for its members. Earlier this year, Navy Federal celebrated its 11e year on the FORTUNE 100 Best Companies to Work For® list. The Credit Union also received other accolades this year, including: “Best Credit Union” by GoBankingRates and “Best VA Loan Lenders” by Money Magazine.

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