Navy Federal Again Ranked #1 Among Multi-Channel Banks for Customer Experience


VIENNA, Virginia–(BUSINESS WIRE)–For the seventh consecutive year, Navy Federal Credit Union ranked first among multi-channel banks for quality of customer experience (CX) in Forrester’s proprietary 2022 U.S. Customer Experience Index (CX Index ™). The ranking is based on responses from more than 96,000 survey respondents from 13 industries, including airlines, auto and home insurers, automakers (luxury and mass market), banks (direct and channels), credit card issuers, federal government agencies, health insurers. , hotels, investment companies, retailers and utilities. The credit union is also named a CX Elite brand (one of the top 5% brands in the entire CX index) for banks (multi-channel) and credit card issuers.

“Our members are at the heart of what we do. We strive to go above and beyond in every interaction we have, making their experience our top priority,” said Pam Piligian, director of marketing at Navy Federal. determination to make our members our mission.

As a CX Elite brand for banks (multi-channel), Navy Federal ranked in the following categories:

  • Customer/member service

  • Clear communication

  • Provide transparent prices, rates and fees

  • Most Recommended by Customers/Members

Among credit card issuers, Navy Federal ranked second in the CX Index rankings.

Forrester’s CX Index score measures how well a company delivers customer experiences that create and maintain loyalty. For the seventh consecutive year, Forrester’s 2022 CX Index results are compared to a survey of 96,211 U.S. customers across 221 brands and 13 industries. Forrester’s proprietary Customer Experience Index methodology provides the data and insights needed to assess the quality of customer experience, understand the impact of customer experience on loyalty intentions, and prioritize improvements that drive revenues. Even a minor improvement in the quality of a brand’s customer experience can generate tens of millions of dollars in revenue by reducing customer churn and increasing share of wallet. Forrester Customer Experience CX Index rankings and results reports are available through the Forrester Decisions portfolio of research services. Customers of Forrester Decisions for Customer Experience and Forrester Decisions for B2C Marketing Executives have access to the CX Index Extended Data Benchmark to help prioritize improvements based on industry trends and impact on customer loyalty.

“The results of this year’s CX Index make it clear that brands must continue to be customer-obsessed – putting their customers at the center of their leadership, strategy and operations – if they are to deliver exceptional CX. “, said Michelle Yaiser, vice president of CX Analytics. at Forrester. “Brands that deliver strong emotional quality in customer experiences achieve higher CX Index scores, foster greater brand loyalty, and enable greater customer trust.”

Navy Federal is consistently 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 also received other accolades this year, including: “Best Credit Unions” by GoBankingRates and “Best Auto Loan Lenders” by Bankrate.

About Navy Federal Credit Union: Founded in 1933 with just seven members, the credit union now has the distinct honor of serving over 11 million members worldwide and is the largest credit union in the world. As a nonprofit, member-owned organization, Navy Federal Credit Union always puts the financial needs of its members first. Membership is open to all Department of Defense and Coast Guard active duty, veterans, civilian and contract personnel, and their families. The credit union employs over 20,000 people and has a global network of 350 branches. For more information, visit

Federally insured by NCUA. Equal Opportunity Employer. Navy Federal values ​​and celebrates diversity in the workplace. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status protected.


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