Financial Services in the US
Capital One has moved up to 5th position in the US Financial Services rankings, even though its Overall Customer Effort Score stayed the same at 63.
There are some areas the bank should focus on for next quarter, though. Its Speed of Resolving the Problem score dropped -1 point to 61 after fewer customers said how the bank made it ‘very easy’ to achieve what they set out to do, sitting at 48% compared to last quarter’s 55%.
Valuing the Customer also needs some improvement, as it also dropped -1 point. Last quarter, 62% of its customers admitted they were ‘very satisfied’ with the outcome of their communication or contact. This has now dropped to just 46% of its customers.
There was also a 1% decline in its customers rating ‘excellent’ for how the bank understood their needs.
Customer Effort in detail
Style of Communication
67 vs 68 last quarter
53% say the politeness of their customer service agents is 'excellent'
53% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
63 vs 63 last quarter
51% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
50% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
63 vs 63 last quarter
48% 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'
46% 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
61 vs 62 last quarter
43% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
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'
