Navy Federal Credit Union has earned the highest satisfaction ratings among banks and credit unions for the second year in a row, according to the 2017 American Customer Satisfaction Index (ACSI) Finance and Insurance report.
Navy Federal members reported the highest expectations score in the industry and the credit union ranked highest in quality, value and satisfaction, for a customer satisfaction score of 88 out of 100, according to a in a company press release. Credit unions and banks scored averages of 82 and 81, respectively.
“We work hard to support our members,” Navy Federal President and CEO Cutler Dawson said in the release. We strive to do the right thing by them. Matching a member with the best credit card to fit their needs, walking them through the mortgage process, or just simply listening to what they need are just a few reasons for our continued success. Member feedback helps us provide a terrific experience at our branches, on the phone, or through digital banking. We are here to serve.”
“Navy Federal continues its tradition of providing outstanding service to its members,” ACSI Managing Director David VanAmburg said. “With a customer satisfaction score of 88 for 2017, Navy Federal again outperforms both the credit union and retail banking industry averages in a sector that grows increasingly more competitive.”
The credit union was recognized by Javelin Strategy & Research as a top trusted financial institution in June, and rated No. 1 in customer experience for full-service banking by Forrester Research in July.