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Chime

  Financial Services in the US

Chime overall Effort Score: 60 Chime vs 58 Chime last quarter
Sector Effort Score benchmark: 61 Chime vs 61 Chime last quarter

A great quarter for Chime after it managed to increase its Overall Effort Score by +2 and rise to 9th in the US financial services rankings, with rises in all four of pillar scores. 

Its Knowledge & Expertise pillar score did especially well with a +3 point rise to 60, with 50% rating the expertise of the customer service agent as 'excellent' and the same percentage rating how well the customer service agent understood their particular problem or question as 'excellent'.
There was also a +3 point rise for Speed of Resolving Problems to 58, after 46% rated how easy it was to find the information they wanted on the website/app as 'excellent'.
The +2 rise in its Overall Effort Score is reflective of substantial changes recently made at the company. Chime's customer service has been in the news for the wrong reasons this year, after it entered into a consent order with the DFPI and paid a $2.5 million penalty to resolve an investigation into the company's customer service.
The DFPI found that customer complaints were not being handled fairly, accurately, and in a timely manner in compliance with the California Consumer Financial Protection law. As a a result, the company agreed to provide 24-hour 7-days per week customer service support with sufficient training and staffing to be in compliance. 
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Customer Effort in detail

Style of Communication 61 vs 59 last quarter

51% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 57 last quarter

50% rate the expertise of the customer service agent as 'excellent'

46% 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 61 vs 60 last quarter

48% rate this brand as 'excellent' for how they made them feel valued/important as a customer

51% say the way they understood their needs was 'excellent'

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 55 last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% 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

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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