USAA Tops Customer Experience for Banking and Insurance

SAN ANTONIO – USAA recently earned the top two spots in the 2013 Temkin Customer Service Ratings for insurance and banking services. USAA received a 76 and 75 percent rating respectively.


“This rating reflects directly on the dedication of our employees to our members,” said Wayne Peacock, executive vice president of member experience at USAA. “Our employees make the customer experience come alive for our members. We are very proud of them and thankful to our members for sharing their appreciation with the Temkin Group.”


The Temkin study asked 10,000 U.S. consumers to identify companies they had interacted with during the previous 60 days. The consumers were asked to reflect on their most recent customer service interaction with the companies and rate their experience using a seven-point scale with seven representing high satisfaction.


USAA banking and insurance earned ratings that were 15 or more points above industry averages. USAA Bank beat U.S. Bancorp, the next highest-ranked bank, by 13 percentage points.


This is the fourth time in 2013 that USAA has ranked in the top three by the Temkin Group. USAA insurance and banking services ranked first in Temkin Trust Ratings, second and third in Temkin Web Experience Ratings, and second and third in Temkin Forgiveness Ratings.




About USAA
USAA provides insurance, banking, investment and retirement products and services to 9.8 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 eligible family members. For more information about USAA, or to learn more about membership, visit





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