Navy Federal Celebrates Ranking #1 Among Multi-channel Banks/Credit Unions for Customer Experience and CX Elite for Customer Experience Among All Brands

Because of YOU, Navy Federal has ranked #1 for Customer Experience Among Multi-channel Banks/Credit Unions in Forrester's 2019 US Customer Experience (CX) Index survey and CX Elite for Customer Experience Among All Brands! And, we were recognized for 4 more awards, including:

  • Ranked highest in Customer Service Among Multi-channel Banks/Credit Unions
  • Ranked highest in Clear Communication Among Multi-channel Banks/Credit Unions
  • Ranked highest on Providing Transparent Prices/Rates/Fees Among Multi-channel Banks/Credit Unions
  • Ranked Brand Most Recommended by Customers (Multichannel)

For us, this recognition underscores the value of our commitment to serve the military, veterans and the families who support them.
We're #1 because they’re #1 to us.

For 85 years, we’ve been making our members the mission, and 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 Multi-channel 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 260 brands covered in Forrester’s proprietary 2019 CX Index™ survey. The ranking was based on responses from 101,341 US individuals.

Navy Federal Credit Union received the highest CX Index™ score among Banks/Credit Unions (multichannel) in Forrester’s proprietary 2019 CX Index™ survey. The ranking was based on responses from 13,334 US individuals measuring 18 Banks/Credit Unions (multichannel).

Navy Federal Credit Union received the highest performance rating in customer service among Banks/Credit Unions (multichannel) in Forrester’s proprietary 2019 CX Index™ survey. The ranking was based on responses from 13,334 US individuals measuring 18 Banks/Credit Unions (multichannel).

Navy Federal Credit Union received the highest performance rating on clear communication among Banks/Credit Unions (multichannel) in Forrester’s proprietary 2019 CX Index™ survey. The ranking was based on responses from 13,334 US individuals measuring 18 Banks/Credit Unions (multichannel).

Navy Federal Credit Union received the highest performance rating for providing transparent prices/rates/fees among Banks/Credit Unions (multichannel) in Forrester’s proprietary 2019 CX Index™ survey. The ranking was based on responses from 13,334 US individuals measuring 18 Banks/Credit Unions (multichannel).

Navy Federal Credit Union received the highest customer recommendation score among Banks/Credit Unions (multichannel) in Forrester’s proprietary 2019 CX Index™ survey. The ranking was based on responses from 13,334 US individuals measuring 18 Banks/Credit Unions (multichannel).

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.