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Bank of America

  Financial Services in the US

Bank of America overall Effort Score: 61 Bank of America vs 62 Bank of America last quarter
Sector Effort Score benchmark: 60 Bank of America vs 61 Bank of America last quarter

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’.

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Customer Effort in detail

Style of Communication 65 vs 66 last quarter

53% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 62 vs 64 last quarter

49% rate the expertise of the customer service agent as 'excellent'

48% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 62 vs 62 last quarter

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 58 vs 58 last quarter

42% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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