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NFCU Recognised for Customer Experience

Navy Federal Credit Union (NFCU) is a global credit union headquartered in Vienna, Virginia, chartered and regulated under the authority of the National Credit Union Administration.

Navy Federal remains the industry leader for a second consecutive year, ranking #1 among United States companies in KPMG’s 2019 United States Customer Experience Excellence Report. The credit union is being recognised for delivering the best customer experience.

KPMG ranked brands across Six Pillars of Customer Experience Excellence to identify the leaders in each country: Personalisation; Integrity; Expectations; Resolution; Time and Effort and Empathy. Navy Federal is one of only five brands to receive a score 8.5 or more.

The research for this year’s United States report was conducted via an online survey and was completed in May 2019. A total of 7,552 United States consumers who had interacted with a brand in the last six months were interviewed. Each brand needed a minimum of 100 consumer responses to be considered.

Year after year, Navy Federal is recognised for its dedication to creating a satisfying work environment and an exceptional member experience. Earlier this year, Navy Federal celebrated its 9th year on the FORTUNE 100 Best Companies to Work For® List, ranking 29th, the highest in its history.

Other notable accolades include being the Industry Leader for Banks / Credit Unions in Customer Experience in Forrester’s 2019 CX Index™ and No. 7 in Best Workplaces™ in Financial Services & Insurance 2019.

Established in 1933 with only seven members, Navy Federal now has the distinct honour of serving over 8 million members globally and is the world’s largest credit union. As a member-owned and not-for-profit organisation, Navy Federal always puts the financial needs of its members first.

Membership is open to all Department of Defence and Coast Guard Active Duty, veterans, civilian and contractor personnel, and their families. Dedicated to its mission of service, Navy Federal employs a workforce of over 18,000 and has a global network of 336 branches.