USAA Earns Two Prestigious Customer Service Honors from J.D. Power

by News Guy on February 18, 2011

J.D. Power® recognizes USAA for long-term customer satisfaction results and names USAA as a 2011 Customer Service Champion

San Antonio – USAA earned two significant customer service honors this week at the J.D. Power Customer Satisfaction Roundtable in Las Vegas.

10 Years of High Levels of Service

J.D. Power presented USAA with an exclusive recognition honoring “10 years of consistently high levels of customer satisfaction.” According to J.D. Power President Finbarr O’Neill, the recognition 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,” commented O’Neill. “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,” said 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.”

2011 Customer Service Champions

In addition, J.D. Power today announced its 2011 Customer Service Champions, naming USAA as one of 40 companies earning this distinction. To qualify for inclusion on this elite 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.

To identify the J.D. Power 2011 Customer Service Champions, J.D. Power evaluated more than 800 brands. Companies were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research as well as additional, supplemental research. This group of 40 represents the highest-performing companies that deliver service excellenceto U.S. customers—both within their respective industries and across all industries measured.

From 2007 to 2010, USAA was honored as No. 1 for two years and as No. 2 for two years among all companies on Bloomberg Businessweek’s “Customer Service Champs” list, which was based in part on results of J.D. Power customer satisfaction studies.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually.

About USAA

USAA provides insurance, banking, investment and retirement products and services to 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 families. For more information about USAA, or to learn more about membership, visit

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