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Federal Credit Union
remains the industry leader for a fourth
consecutive year, ranking
No. 1 among multi-channel banks/credit unions
for customer
experience in Forrester’s 2019 U.S. CX Index™ survey.
Additionally, the credit union achieved CX Elite status, ranking as a
top 5% brand, among 260 brands in 16 industries. The survey also found
that customers are more likely to recommend Navy Federal Credit Union
among multi-channel banks/credit unions.

“We zero in on our members’ experience in everything we do – whether
they visit a branch, call us or use our digital channels. Every one of
our team members has a role to play in understanding and creating that
experience, regardless of where they work in the organization,” said
Mary McDuffie, president/CEO of Navy Federal. “Our tag line is ‘Our
Members are the Mission’…and we mean it.”

Recognized as a CX Elite brand, Navy Federal also ranked highest among
multi-channel banks/credit unions for customer service, clear
communication, and transparent prices, rates and fees.

“Navy Federal Credit Union has been a CX Elite brand for all five years
of the US CX Index benchmark and the highest scoring brand overall for
the past two years,” said Michelle Yaiser, Director, Customer Experience
Analytics at Forrester. “Not only do they have more customers giving
them an Excellent rating than any other multi-channel banks/credit
unions in our benchmark, they also have the fewest customers rating them
Poor/Very Poor. Their continued high-level performance is indicative of
their ability to deliver exceptional member experiences throughout the
member journey.”

Based on a survey of over 100,000 US adult customers in 2019,
Forrester’s CX Index™ methodology measures how well a brand’s customer
experience strengthens the loyalty of its customers.

Navy Federal has been continually recognized for its dedication to
creating a thriving work environment and delivering an exceptional
experience for its members. Earlier this year, Navy Federal celebrated
its 9th year on the FORTUNE
100 Best Companies to Work For®
List, ranking 29th, the
highest in its history. Other notable accolades include being No.
1 in Customer Experience Excellence by KPMG
and No.
7 in Best Workplaces™ in Financial Services & Insurance 2019

About Navy Federal Credit Union: Established in 1933 with only
seven members, Navy Federal now has the distinct honor of serving over 8
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 18,000 and has a
global network of 335 branches. For more information about Navy Federal
Credit Union, visit

Federally insured by NCUA. Equal Opportunity Employer.


Brandi Gomez
Corporate Communications
Phone: (850) 760-9343
[email protected]