The American Legion's preferred provider of financial services and insurance recently received No. 1 rankings for consumer loyalty and customer service from two independent research firms. USAA, which launched an alliance with the Legion on Jan. 1, received exclusive recognition from J.D. Power for a decade of "consistently high levels of customer service" and was named a 2011 Customer Service Champion. The company, which in 1996 expanded membership eligibility from officers only to all who honorably served in the U.S. military and their immediate families, also received a No. 1 rating for customer loyalty in financial services and insurance for the third consecutive year, according to the Satmetrix 2011 Net Promoter Benchmark study.
J.D. Power President Finbarr O'Neill said the decade award is meant for organizations that consistently deliver on the promises they make to their customers.
"When we look across the many syndicated studies we conduct based on the voice of the customer, there are certain brands that stand out, year after year," O'Neill said. "USAA has been one of the top performers in our studies for the past 10 years. This performance makes it clear that this is a company that truly embraces the concept of continuous improvement in customer satisfaction."
"This honor means a lot to USAA because it recognizes our legendary commitment to serving our members," says Wayne Peacock, executive vice president of member experience at USAA. "It was earned by our 22,000 employees, who consistently act with passion to serve the military community and their families in an exceptional manner."
J.D. Power also recognized USAA as one of its 2011 Customer Service Champions. To qualify for inclusion on the 40-company list, companies must excel within their own industries, and stand out among leading brands in 20 major industries evaluated by J.D. Power. USAA was the only company noted for standing out in all five key customer "touch points" measured - people, presentation, process, product and price.