U.S. Consumers Rank Navy Federal No. 1 for Customer Experience

Score of 81.2 ranks highest in US among brands evaluated in Forrester’s 2026 Customer Experience Index

VIENNA, Va.--(BUSINESS WIRE)--#ForresterCXIndex--Navy Federal Credit Union has earned the No. 1 ranking among U.S. brands for customer experience in Forrester’s Global Customer Experience Index™ Rankings.

Forrester’s CX Index^TM evaluates customer perceptions of hundreds of brands across a wide range of industries, including banking, retail, airlines and telecommunications. With an overall score of 81.2, Navy Federal earned the top spot in the United States in the 2026 rankings.

As the world’s largest credit union, Navy Federal helps members build financial confidence through personalized service, trusted guidance and financial solutions that fit their needs. Continued investments in technology, products and services help the member experience evolve alongside member’s financial needs.

“At Navy Federal, member service is at the heart of what we do,” said Dietrich Kuhlmann, the credit union’s president and CEO. “Being named Forrester’s number one brand for customer experience in the U.S. is an incredible honor, reflecting the trust our members place in us every day. Above all, this recognition is a testament to our team—to their passion, time, and talent—and I’m deeply grateful for their commitment to America’s Servicemembers and their families.”

Forrester’s CX Index™ has been a leading benchmark of customer experience for more than a decade. Rankings are based on feedback from consumers who have interacted with a brand during the previous 12 months. The study measures both customer experience quality and customer loyalty.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about Forrester’s objectivity here.

Navy Federal Credit Union: Established in 1933 with only 7 members, Navy Federal now has the distinct honor of serving more than 15 million members globally and is the world’s largest credit union. As a member-owned and not-for-profit organization, Navy Federal always puts the financial needs of its members first. Membership is open to all Department of Defense and Coast Guard Active Duty, Veterans, civilian and contractor personnel, and their families. Navy Federal employs a workforce of over 25,000 and has a global network of more than 380 branches. Navy Federal is contracted to operate the Overseas Military Banking Program under the authority of the Department of Defense, which provides Active Duty military Servicemembers deployed overseas with access to some 60 branches and hundreds of ATMs spread across 10 countries and territories. For more information about Navy Federal Credit Union, visit navyfederal.org.

Media Contact: Corporate Communications
corporate_communications@navyfederal.org