SAN ANTONIO – USAA was named a “Best-in-Class” brand, according to Forrester’s U.S. Customer Experience (CX) Index , 2017. Also, the financial services provider serving the military community ranked first in four industry categories: Direct Banks, Direct or Discount Brokerage Firms, Credit Card Providers, and Auto or Home Insurance Providers.
“It is a privilege to serve military families by helping them achieve financial goals,” CEO Stuart Parker said. “Our world-class employees carry out our mission with passion and dedication.”
This recognition comes on the heels of USAA earning top scores in other prestigious customer service studies, including the the 2017 Satmetrix Net Promoter Benchmark Study. USAA received the highest score for the eighth year in a row for auto insurance, home and contents insurance and banking from Satmetrix in June.
The CX Index gives businesses a deep and actionable understanding of the quality of their customers’ experiences, competitive benchmark data so business and technology leaders know how they stack up against their peers, and the ability to model which improvements will have the biggest impact on revenue. Based on a survey of 118,992 U.S. online adult consumers, Forrester’s CX Index measures and ranks more than 300 US brands across 21 industries to identify how leading brands build loyalty through the quality of the customer experiences they provide. Key findings include that digital brands have a strong CX advantage, while CX laggards trigger strong negative emotions and a lack of loyalty from dissatisfied customers.
The USAA family of companies provides insurance, banking, investments, retirement products and advice to 12 million current and former 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 our nation in the U.S. military or have received a discharge type of Honorable – and their eligible family members. Founded in 1922, USAA is headquartered in San Antonio. For more information about USAA, follow us on Facebook or Twitter (@USAA), or visit usaa.com.
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