USAA Earns Top Marks in Independent Customer Surveys

Studies find consumers are likely to recommend – and forgive – USAA


SAN ANTONIO – USAA has been recognized as a leader in customer service in two recent independent studies of American consumer attitudes toward the companies with which they do business.


For the fifth consecutive year, Satmetrix 2013 Net Promoter Industry Benchmarks ranked USAA as the No. 1 company consumers would recommend for the given product or service in each of the sectors in which it was evaluated – banking, auto insurance and home/contents insurance. Overall, USAA earned the two highest scores of the study, ranking No. 1 and No. 2 in the home/contents insurance and banking sectors, respectively.


Of the more than 200 brands examined in the Satmetrix 2013 Net Promoter Benchmarks:

  • USAA’s home insurance earned the top score of the study with 80 NPS, a nine-point leap from 2012.
  • USAA topped the banking sector with a Net Promoter Score of 78 and the second highest score of the study, overall.
  • USAA’s auto insurance earned the top score in its sector at 76 NPS, up from 74 in 2012.


"USAA’s member-first philosophy drives us to build strong, lasting relationships that span generations," says Wayne Peacock, executive vice president of Member Experience at USAA. "To us, there is no higher compliment than our members recommending USAA to their family and friends."


USAA also received accolades from Temkin Group for earning high marks in customer forgiveness. According to the 2013 Temkin Forgiveness Ratings, USAA’s banking, insurance and credit card services ranked in the second, third and fourth spots of the study, respectively, overall.


Satmetrix Net Promoter Benchmarks are based on a survey of more than 24,000 U.S. consumers nationwide who rate their experience with primary brands they use. The 2013 study encompassed more than 200 brands in 22 specific competitive sectors across seven major industry groups: financial services, technology, online services, retailing, travel and hospitality, insurance and telecommunications industries.


The 2013 Temkin Forgiveness Ratings surveyed 10,000 U.S. consumers and 246 companies across 19 industries, examining the likelihood of consumers to forgive companies if they make a mistake. The ratings cover airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers and wireless carriers.


About USAA
USAA provides insurance, banking, investment and retirement products and services to 9.6 million members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being and financial strength. USAA membership is open to all who are serving or have honorably served our nation in the U.S. military, and their families. For more information about USAA, or to learn more about membership, visit

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