Navy Federal Credit Union 2008 Annual Report Download - page 2

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NAVY FEDERAL CREDIT UNION • 2008 ANNUAL REPORT
9
Meeting, and exceeding, the service expectations of our growing membership
was a top priority in 2008. We opened 23 new branch offices, many strategically
placed near Army and Air Force installations, bringing our total branch network to
170 worldwide. Access to ATMs increased as well with the addition of the KeyBank®
and MoneyPass®networks, bringing the number of fee-free ATMs to over 40,000.
Staffing levels at our call center were increased, allowing us to answer 16 million
calls, 2.4 million more than the year before.
Enhancements were also made to Navy Federal
Online®. Members can use a new ATM and branch
office locator to view maps and get driving
directions. The ability to see pending transactions
for checking and credit card accounts in Account
Access greatly helped members manage their
accounts. Mobile banking service also made its
debut late in 2008. Members can now view rates, find ATMs and branch offices
and get contact information over their mobile phones. Far wider mobile service is
planned for 2009.
The success of Navy Federal's ongoing efforts to improve service was validated by
results of the 2008 American Customer Satisfaction Index (ACSI). In it, Navy Federal
received the highest score for member satisfaction of any bank or credit union.
Additionally, the results put Navy Federal among an elite class of customer
satisfaction icons, including Amazon.com, Google, FedEx and Coca-Cola. For us, this
accomplishment merely sets a standard we'll strive to exceed in the coming years.
Reaching
NewLevels
OF SERVICE
Navy Federal received the
highest score for member
satisfaction of any bank or
credit union.