Navy Federal Celebrates “Best In Class” Brand and #1 in Full-Service Banking in Customer Experience

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Because of YOU, Navy Federal has topped Forrester Research's US Customer Experience (CX) Index for “Best In Class” Brand and is again #1 in Full-Service Banking! This recognition underscores for us our commitment to serve the military, veterans and the families that support them. We're #1 because our members are #1 to us.

For 85 years, Navy Federal has been making our members the mission, and doing so starts with exceptional employees. From our 24/7 contact center and our global branch network, to our mobile banking* tools and back-office support, our employees understand the important responsibility they have to serve our members.

Part of what makes Navy Federal’s team so exceptional is that we’re constantly listening to what our members want. Our team members are able to improve member experience from your feedback. Because of that, we’re continuing to expand our branch network to bring locations to the areas where our members need us. We’re going to continue expanding our branch network, and we’ll continue to raise the bar on customer experience in the industry.

Thank you again for making us “Best In Class” Brand and #1 in Full-Service Banking for Customer Experience and for continuing to put your loyalty and trust in us. After all, our members are the mission.


Navy Federal Credit Union received a Best In Class ranking (a top-15 brand) among all 287 brands covered in Forrester’s proprietary 2018 CX Index™ survey. The ranking was based on responses from 110,828 US individuals ages 18 to 88. The proprietary survey results are based on consumers’ opinions of their 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.