VIENNA, Va. (December 16, 2021) – Navy Federal Credit Union announced today it received the highest score in the J.D. Power 2021 U.S. Consumer Financing Satisfaction Study,SM. The study, now in its 25th year, measures overall customer satisfaction by examining five factors: Application and Approval Process, Account Management and Communication, Billing and Payment Process, Customer Service Experience and New Customer Orientation.
The credit union’s overall satisfaction score among Mass Market Issuers was 901 on a 1,000-point scale, scoring 56 points higher than the industry average.*
“At Navy Federal, member service is our number one priority,” said Joe Pendergast, Vice President of Consumer Lending at Navy Federal. “No matter how our members want to engage with us, we’re committed to providing speed and convenience throughout their entire car-buying journey.
While the study is in its 25th year, this marks the credit union’s second year participating.
“When you put the member experience first, everything else falls into place,” added Pendergast. “Our members’ financial success is our success.”
In addition to the study, Navy Federal holds on to the top spot as the industry leader for a sixth consecutive year, ranking No. 1 among multichannel banks/credit unions for customer experience in Forrester’s proprietary 2021 CX Index™ survey.
*Brand is not Rank Eligible because it does not meet the study award criteria due to its membership eligibility. Navy Federal membership is open to all branches of the armed forces and their families.
About Navy Federal Credit Union: Established in 1933 with only seven members, Navy Federal now has the distinct honor of serving over 11 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 branches of the armed forces and their families. Dedicated to its mission of service, Navy Federal employs a workforce of over 20,000 and has a global network of 350 branches. For more information about Navy Federal Credit Union, visit www.navyfederal.org. Navy Federal Credit Union is federally insured by NCUA. Equal Opportunity Employer.