With growth in all four pillars, Chase Bank’s Overall Customer Effort Score has improved by +1 to 67 and the company now finds itself top of the US financial services rankings. The business takes over from US Bank, which dropped -4 points in its overall score wave on wave.
Three of the CEI pillars grew by +1 point, while Chase's Style of Communication score grew by +2 to a solid 72, with 59% saying the politeness of their customer service agents is 'excellent'. More than half (56%) rated the ability to communicate with them in their chosen language (other than English) as ‘excellent’.
It hasn't all been plain sailing for Chase recently though, after it said it was reviewing incidents of individuals who may have participated in an online check fraud "glitch" trend and referring them to law enforcement authorities.
This came after a viral trend on social media encouraged people to deposit checks for amounts they didn't have, and withdraw money before the checks bounced.