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Chase Bank

  Financial Services in the US

Chase Bank overall Effort Score: 66 Chase Bank vs 66 Chase Bank last quarter
Sector Effort Score benchmark: 60 Chase Bank vs 61 Chase Bank last quarter

Chase Bank’s Overall Customer Effort Score remains flat at 66, as does three of its pillars. As a result, the bank has maintained 2nd position in the US Financial Services rankings, three points behind US Bank.

Its Speed of Resolving the Problem score has increased +1 point, though, thanks to a 2% increase in customers agreeing the way details were clearly explained to them was ‘excellent’. What’s more, 1% of its customers rated the expertise of its customer service agents as ‘excellent’, too.

In other pillars, Chase Bank’s customers ranked it highly for the politeness of its customer service agents (57%) and communication in their chosen language, besides English (54%).

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Customer Effort in detail

Style of Communication 70 vs 70 last quarter

57% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 67 vs 67 last quarter

54% rate the expertise of the customer service agent as 'excellent'

52% say the way details were clearly explained to them was 'excellent'

54% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 68 vs 68 last quarter

57% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

54% 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 64 vs 63 last quarter

51% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'

50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

54% 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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