Navy Federal Ranked No. 1 Among Multichannel Banks for Customer Experience for the 8th Year in a Row

Navy Federal Credit Union, has been ranked No. 1 among multichannel banks for customer experience for the 8^th year in a row, according to Forrester’s proprietary 2023 US Customer Experience Index (CX Index™).

The CX Index is a comprehensive benchmark of customer experience quality that measures how well companies deliver experiences that meet customer needs, create loyalty and drive revenue growth. As a CX Elite brand (a top 5% brand in the entire CX Index) Navy Federal received the highest score among industry leaders in multichannel banks, with a score of 82.5 on a 100-point scale and second highest as a strong performer for credit card issuers.

"We continue to put our members first by taking care of their financial needs and are incredibly honored to remain the number one multichannel bank for customer service experience," said Mary McDuffie, President and CEO of Navy Federal Credit Union. "Our members' feedback is truly important to us. We value input from our members, which guides us as we continue to learn and evolve our support for all members and their financial journeys."

Navy Federal’s commitment to customer experience is reflected in its mission to serve its members and its core values of service, community and integrity. Offering a range of services and products, including checking and savings accounts, loans, credit cards and investment services, all designed to meet the unique needs of its members.

Navy Federal continues to be recognized for its dedication to creating and supporting a thriving work environment. Earlier this year, Navy Federal celebrated its 13th year on the FORTUNE 100 Best Companies to Work For® list. The credit union has also received other recognition this year, including: “Best Credit Unions” by GoBankingRates and “Best Auto Loan Lenders” by Bankrate.

CX Elite brands are ranked among the top 5% of the 221 Brands covered in Forrester’s proprietary 2023 CX Index™ survey based on response from 165,545 US survey responses for the market. The Industry leader brand received the highest CX Index™ score among banks multichannel in Forrester’s proprietary 2023 CX Index™ survey based on response from 6,824 US individuals measuring 17 brands in the industry. The Strong Performer brand received one of the highest CX Index™ scores among credit card issuers in Forrester’s proprietary 2023 CX Index™ survey based on responses from 12,372 US individuals measuring 15 brands in the industry. The proprietary survey results are based on consumers’ opinions of the experiences with the brands in the survey. Forrester Research does not endorse any company included in any CX Index™ report and does not advise any person to select the products or services of any particular company based on the ratings included in such reports.

About Navy Federal Credit Union: Established in 1933 with only seven members, Navy Federal now has the distinct honor of serving over 12 million members globally and is the world’s largest credit union. As a member-owned and not-for-profit organization, Navy Federal 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 contractor personnel, and their families. Dedicated to its mission of service, Navy Federal employs a workforce of over 23,000 and has a global network of 355 branches. For more information about Navy Federal Credit Union, visit navyfederal.org. Federally insured by NCUA. Equal Opportunity Employer.

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