Usa Mission Statement

Organizational Strategy and Objectives

USAA is a diversified insurance and financial services company, who caters to a specific target audience, military service members and their families. Everything that USAA stands for traces back to its long standing mission statement that aligns the organization to its specific purpose: “To facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing so USAA seeks to be the provider of choice for the military community” (USAA, n.d.). Understanding that the military lifestyle is volatile, USAA has made it their mission to provide high quality service while meeting the needs of their members. USAA’s success for creating a seamless customer experience is facilitated by several elements, including a customer-oriented organization, a customer-focused mission, and IT systems that provide a customer view across products (MIS Quarterly Executive, 2015).

Key Performance Indicators

To internally measure their customer satisfaction, USAA uses a 10-point satisfaction scale and considers only the top two boxes as an acceptable score. For any score that is a six or lower, USAA will examine those problems to help improve future scores. In addition to internal measure controls, USAA also utilizes the Net Promoter Score, which is a tool used to measure the loyalty of a company’s customer relationships and revenue growth. For 2015, USAA obtained a 75% NPS and their customer retention rate was 98% (MIS Quarterly Executive, 2015). Focusing on customer satisfaction, USAA has managed to increase their net worth of 27.8 billion dollars, compared to 2014 when it was 26.7 billion dollars. By simply recognizing that satisfied employees result in satisfied customers, they were able to increase their net worth by 1.1 billion