USAA Tops Nunwood Customer Experience 100 Ranking

USAA is NUMBER ONE IN NUNWOOD CUSTOMER EXPERIENCE 100

NEW YORK NY May 19- USAA is the #1 company in America for service and value, according to the inaugural Nunwood Customer Experience 100, a major new study by global customer experience specialist Nunwood.

The military financial services and insurance group, based in San Antonio, Texas, beat more than 250 top US brands to first place, with one customer/respondent simply saying USAA provides, “Great people, great service, great pricing.”

In the financial services sector, USAA – which scored 8.34 (out of 10) – was closely followed by investment giants CHARLES SCHWAB (8.06) ranked fourth, EDWARD JONES (7.85) at 13, and THE VANGUARD GROUP (7.70) ranked 18, all of which finished in the top 20  American20 American brands. 

Methodology

Nunwood’s in-depth study of 4,853 customers across the US discovered exactly WHY the top performers provide an exceptional customer experience, and what their competitors need to do to catch up. In March 2011, Nunwood surveyed customers about their experiences with more than 250 of America’s best-known brands.

Customers mjudgedjudged four factors on a scale of 0 to 10: Would they recommend them, how did they meet their needs, were they easy or difficult to deal with, and how did each company meet their expectations?

The highlights showed that the overall top performers…

 0. Offer low prices AND high quality

 0. Provide a consistently branded experience.

 0. Listen to their customers – and swiftly rectify issues

 0. Consistently OVER-exceed customer expectations.

Despite the global financial downturn, USAA has consistently delivered on its mission statement,statement; “You and your family have served with honor, now it’s time for us to do the same for you. For those who stood tall for this country and for their families, we stand ready to return the favor.”

Nunwood chief strategy officer, David Conway, added, “USAA has a real desire to serve its customers well. It provides competitive prices and the highest quality. The level of trust USAA has built up is extraordinary. Why? Because it does exactly what it says it is going to do.”

Financial and insurance services companies made up one fifth of the Nunwood Customer Experience 100. Conway added, “Those who made the cut are perceived to be honest, trustworthy and reliable.  They satisfy their customers before they satisfy shareholders, and this inspires confidence.

“Investment groups such as Charles Schwab and Edward Jones have responded magnificently during the recession and beyond. They continue to deliver good terms for their customers and are making their money work harder than ever during these bad financial times.”

Elsewhere, more than 40 of the top 100 brands were retailers, while 20 fast food restaurants made the 100. In travel and tourism, just four airlines and seven hotels were featured.

END

For interview requests and additional information please contact Nunwood’s Head of Communications, Jem Maidment:

p:  +1 212-880-1530

c: +44 (0) 7720 275194 

e: [email protected] 

ABOUT NUNWOOD 

Nunwood has been uniquely designed to help our partners deliver exceptional Branded Customer Experiences. This means more than great customer insights, but matching employee, brand, technology, change management and service experts to your total set of business challenges.  By doing so we help create inspirational outcomes, not just interesting suggestions.

We do this by starting with business and customer Insight, couple it with financially predictive Analytics and deploy the corporate know-how and technology to Activate change. Operating from offices in the US, APAC and Europe, Nunwood runs the global customer experience management programmes for some of the world’s most effective brands.

“Excellence Delivered: The US Customer Experience Top 100” is the 2011 edition of our global resource kit for Chief Customer Officers & Customer Directors.  Please get in touch to learn more about how our analysis of the strategies of the nation’s winning firms can help your business.

DISCLAIMER 

All data and claims are based on an independently conducted online survey, carried out with a total sample of 4.853 US adults between 24/3/2011 and 30/3/2011. This sample was selected and weighted to resemble the age and gender profile of the US population as a whole. Individual number of consumers rating for individual brands will vary depending on usage. As such, all claims and data may differ from other surveys, conducted at other times with different sample designs. Common with all sample-based data, claims should be assumed to be specific to the sample & survey in question and not of the population in general. As such, any claims may not be an appropriate basis for making investment or financial decisions.

This work was commissioned and designed independently by Nunwood Inc (“Nunwood”). Sample was provided and routed to Nunwood’s survey by Survey Sampling International, LLC (“SSI”), an online panel provider. For formal details of SSI’s approach to sampling, please see www.surveysampling.com in conjunction with the overview in this document: http://www.nunwood.com/SSI_Esomar/SSI_Esomar_26.pdf

While Nunwood makes every effort to present accurate and reliable information, it cannot certify such information nor does it guarantee its accuracy. All content is provided “as is”. Use of such information is voluntary and any reliance on it should only be undertaken after an independent review of its accuracy and completeness.

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