A Message From the Chairman Lyles.jpg



Dear Fellow Members,


For five decades, I’ve been proud to be a USAA member. I’ve had the honor of serving you 14 years on the Board of Directors, six as Chairman. My role provides a unique front-row view of innovations and activities that take care of your needs.


For example, in 2018 we:


  • Blocked approximately 13 million cyberattacks and prevented more than $11 million in fraud losses every day.
  • Launched an augmented-reality tool that empowers car shoppers with buying information by simply pointing their mobile phone at a vehicle of interest.
  • Provided world-class service through more than 1.4 billion member interactions by mobile, voice or our website.


Your association continues to earn high praise. Temkin Trust Ratings gave USAA top billing in banks, credit cards and insurance. Forrester’s Customer Experience Index named us a “Best-in-Class” brand in four industry categories, including direct or discount brokerages. The 2018 annual Bank Reputation Survey, presented by Reputation Institute and American Banker, ranked USAA as the Most Reputable Bank among customers and non-customers. Ethisphere again listed us among the World’s Most Ethical Companies.


I deeply appreciate the member trust that lies behind these accolades and thank you for your loyalty through the years. I will retire from the Board in 2019 following the Annual Members’ Meeting in August. Our current Vice Chairman, Admiral Thomas Fargo USN Ret., will move into the Chairman’s seat.


During my time serving as the Chairman of our Association, I had the opportunity every year to meet almost all of our 34,000 USAA employees, either in person or virtually. I cannot say how much I appreciated their dedication and passion to serve you, our members.








Lester L. Lyles

General, USAF (Ret.)

Chairman of the Board



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The Temkin Trust Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how much they trust those firms. For more information, see the Temkin Trust Ratings Overview.
Forrester Research does not endorse any company included in any CX Index™ report and does not advise any person to select the products or services of any particular company based on the ratings included in such reports. USAA received the highest CX Index score among Auto/home insurers, Banks (direct), Brokerages (direct), and Credit card issuers in Forrester’s proprietary 2018 CX Index™ survey. The ranking was based on responses from 110,828 US individuals ages 18-88. The proprietary survey results are based on consumers’ opinions of their experiences with the brands in the survey.
The 2018 Annual Survey of Bank Reputations scores and rankings are based on more than ratings collected via an online questionnaire in the first quarter of 2018. They measure the general public’s perception where the company stands on seven key rational dimensions of reputation. 
World’s Most Ethical Companies” and “Ethisphere” names and marks are registered trademarks of Ethisphere LLC.