Navy Federal Again Ranked No. 1 Among Multichannel Banks For Customer Experience
For the seventh year in a row, Navy Federal Credit Union ranks No. 1 among multichannel banks for customer experience (CX) quality in Forrester’s proprietary 2022 US Customer Experience Index
Forrester's US 2022 Customer Experience Index: Nearly 20% Of Brands See Drop In Customer Experience Quality
According to Forrester's (Nasdaq: FORR) US 2022 Customer Experience Index (CX Index™) rankings, CX quality fell for 19% of brands in 2022 — the highest proportion of brands to drop in one year since the inception of the survey. In addition, CX quality has fallen back to early 2020 levels, reversing gains made in 2021.