VIENNA, Va. — Navy Federal Credit Union has been ranked the top U.S. brand for customer experience in the 2026 Global Customer Experience Index, according to Forrester.
According to Forrester, Navy Federal earned an overall score of 81.2, placing first among U.S. brands evaluated in the firm’s annual customer experience rankings, which measure consumer perceptions of hundreds of companies across industries including banking, retail, airlines and telecommunications.
The Global Customer Experience Index evaluates both customer experience quality and customer loyalty based on feedback from consumers who interacted with a brand during the previous 12 months, Forrester said. The index has served as a benchmark for customer experience performance for more than a decade.
Reflection of Investments
Navy Federal, the world’s largest credit union at $205 billion in assets, said the recognition reflects its continued investments in technology, products and member services designed to meet members’ evolving financial needs.
“At Navy Federal, member service is at the heart of what we do,” President and CEO Dietrich Kuhlmann said in a statement provided by the credit union. “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.”
About the Rankings
Forrester said its rankings are based on customer feedback and are intended to measure customer experience and loyalty. The research firm noted that it does not endorse any company, product or service included in its research and that its findings reflect its analysis at the time of publication.
