Although Chime’s Overall Customer Effort Score has dropped to 58 from 60, the bank has moved up two positions in the US Financial Services rankings.
All four pillars dropped scores this quarter, up to -2 points. For example, its Speed of Communication went down -2 points after its 'politeness of its customer service agents' score was impacted, as 2% fewer customers ranked it as ‘excellent’.
Its Knowledge and Expertise pillar was also impacted, declining -1 point. The reason being only 46% rated the bank’s expertise as ‘excellent’, down from last quarter’s 49%.
There is a positive within this pillar, however. Forty-five per cent (a 1% increase) said the way details were clearly explained to them was ‘excellent’.
Next quarter, there could be some positive movement, however, as it debuted an advanced wage product that allows customers to access up to $500 of their wages before payday. It said the product will offer crucial assistance to Americans living paycheck-to-paycheck, like gig workers and freelancers. We will monitor the related communications closely next quarter.