Although the Bank of America dropped to 6th last quarter, it has since climbed back up the US Financial Services ranks to 5th position, after maintaining its Overall Customer Effort Score of 62 wave on wave.
There is plenty for it to work on moving forward, however. Its Knowledge and Expertise score declined -2 points to 62 after fewer customers rated ‘excellent’ for the expertise of its customer service agents and the way details were clearly explained, dropping to 49% and 48% respectively.
Its Style of Communication pillar also dropped -1 point to 65. The reason for this drop is fewer of the bank’s customers ranked it as ‘excellent’ for its ability to communicate with them in their chosen language.
Although it dropped -1 point, more customers did rate the politeness of their customer service agents as ‘excellent’.