2021 Forrester Award
Making Members a Priority
Thanks to input from members like you, we ranked #1 for Customer Experience Among Multichannel Banks/Credit Unions in Forrester’s 2021 US Customer Experience (CX) survey.
We’re proud to share we also earned the title of CX Elite status, ranking as a top 5% brand. Beyond those honors, we were recognized in the 6 other award categories listed below.
Ranked Highest in:
- Customer Service Among Multichannel Banks/Credit Unions
- Clear Communication Among Multichannel Banks/Credit Unions
- Providing Transparent Prices/Rates/Fees Among Multichannel Banks/Credit Unions
- Customer Service Among Credit Card Issuer
Ranked Most Recommended by:
- Customers Among Multichannel Banks/Credit Unions
- Customers Among Credit Card Issuers
For us, this recognition underscores the value of our commitment to serve the military, veterans and the families who support them. We’re #1 in what we do because our members are #1 to us.
For 87 years, we’ve made our members the mission. Accomplishing that starts with exceptional employees. From our 24/7 contact center and global branch network, to our mobile banking* tools and back-office support, our employees understand the important responsibility they have to put our members first.
Part of what makes our team so exceptional is they truly listen to your feedback. We’re constantly working to improve your experience by making sure we know what you want and continuing to expand our branch network so we’re where you need us. Our promise to you is that we’ll continue to raise the bar on your customer experience.
Thanks again for making us #1 for Customer Experience Among Multichannel Banks/Credit Unions and for your loyalty and trust. For us, you are the mission.
Navy Federal Credit Union received a CX Elite ranking (a top 5% brand) among all 220 brands covered in Forrester’s proprietary 2021 CX Index™ survey. The ranking was based on responses from 183,108 survey responses for the market.
Navy Federal Credit Union received the highest CX Index™ score, the highest performance rating in customer service, clear communication, as well as the highest performance rating for providing transparent prices/rates/fees, and the highest customer recommendation score among multichannel banks in Forrester’s proprietary 2021 CX Index™ survey. The ranking was based on responses from 13,443 US individuals measuring 18 brands in the industry.
Navy Federal Credit Union received the highest CX Index™ score as well as the highest customer recommendation score among credit card issuers in Forrester’s proprietary 2021 CX Index™ survey. The ranking was based on responses from 11,177 US individuals measuring 15 of 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.