Financial Services in the US
A fantastic quarter for Bank of America after it saw a +3 rise in its Overall Effort Score to 64, which has brought it up one place to 7th in the US financial services table.
Its Valuing the Customer pillar score's rise of +4 points to 66 massively helped towards this, with 49% surveyed saying the way they understood their needs was 'excellent'.
47% believed the range of solutions or options that were suitable was "excellent", and a brilliant 62% said they were 'very satisfied' with the outcome of their communication or contact.
The company recently folded its fintech investment banking team into its technology practice, so moving forward this may effect the customer service output across its operations.
Customer Effort in detail
Style of Communication
67 vs 65 last quarter
55% say the politeness of their customer service agents is 'excellent'
48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
64 vs 62 last quarter
51% rate the expertise of the customer service agent as 'excellent'
50% say the way details were clearly explained to them was 'excellent'
49% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
66 vs 62 last quarter
49% say the way they understood their needs was 'excellent'
47% say the range of solutions or options that were suitable was "excellent"
62% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
61 vs 58 last quarter
46% rate how easy it was to find the information they wanted on the website/app as 'excellent'
49% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
52% say they made it ‘very easy’ to achieve what they set out to do
