USAA Bank Earns Top Spot in Customer Experience Report Comparing 160 Large U.S. Brands

An independent customer experience report from Forrester Research Inc. found that USAA Bank achieved the highest score of 160 brands across 13 different industries - marking the first time in the study's five-year history that the top scorer was not a retailer.

Through its affiliated companies, USAA also scored among the top 10 overall as a credit card provider and an insurance provider in the January 2012 report "The Customer Experience Index, 2012." As a credit card provider, USAA Bank tied for the fifth-highest overall score, and USAA's insurance group of companies tied for the seventh-highest overall. USAA had the highest scores among all other brands in each of the three industry sectors in which it was evaluated: banking, credit cards and insurance.

The report is based on a survey of 7,638 U.S. consumers fielded in October 2011. The Customer Experience Index was calculated based on consumer responses to questions about how well each company met their needs, and how easy and enjoyable it was to do business with each company.

"At a time when news about banks is vastly negative, we are proud that USAA Bank holds the top score in this highly regarded customer experience report," said Wayne Peacock, executive vice president of member experience at USAA. "Focusing on our members is central to USAA's mission, and our employees take personal pride in delivering exceptional experiences every time to USAA members."

USAA Bank servicing, with a score of 89 (on a scale of 0 to 100), was well above the banking industry's average score of 70. USAA Bank's credit card and USAA insurance group scored 84 and 83, respectively. The average score among credit card providers in the study was 67, and the average among insurers was 71.

USAA also continues to enjoy similar success in other prestigious studies and "best of" lists. Earlier this month, Insure.com awarded its People's Choice awards for Best Auto Insurance and Best Homeowners Insurance to USAA. Last week, FORTUNE published its 2012 list of "100 Best Companies to Work For" and ranked USAA among the top 20 in the nation for the second straight year. For the second consecutive year, USAA ranked No. 1 on Computerworld magazine's 2011 "Best Places to Work in IT" list and has been ranked among the top 40 on that list every year since 2006. USAA also is currently No. 1 on Military Spouse magazine's list of military spouse-friendly employers, No. 9 on GI Jobs magazine's list of military-friendly employers and among the top 20 on the current LATINA Style 50 list of the best employers for Latinas. About USAA USAA provides insurance, banking, investment and retirement products and services to 8.8 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 usaa.com. Click here to subscribe to Mobile Alerts for USAA.