Navy Federal Credit Union Leads Multichannel Banks And USAA Leads Direct Banks In Forrester's US Banking Customer Experience Index In 2019

Based on a survey of more than 101,000 US adult customers in 2019, Forrester's Customer Experience Index (CX Index™) methodology measured how well a brand's customer experience strengthens the loyalty of its customers in order to benchmark CX quality at 18 multichannel banks and 10 direct banks.