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Citi

  Financial Services in the US

Citi overall Effort Score: 65 Citi vs 66 Citi last quarter
Sector Effort Score benchmark: 61 Citi vs 61 Citi last quarter

Despite remaining in joint second place in the financial services rankings, Citi's Overall Effort Score actually dropped by -1 point to 65 this quarter, with two of its pillar scores falling and two remaining the same wave on wave.

With its four pillar scores all remaining high there is still potential to reach the number one spot, which is now occupied by Chase with a score of 67.

Citi's Valuing the Customer score of 63 will need to be improved in order to achieve this after it fell by -1 point compared to last wave. 47% rated this brand as 'excellent' for how they made them feel valued/important as a customer.

The company recently unveiled its Citi Token Services for companies to move money between Citi branches around the world 24/7. This is now available commercially, with Mars as one of the first clients. This move is part of a wider strategy to achieve 'always on' services for its its customer base.

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Customer Effort in detail

Style of Communication 69 vs 69 last quarter

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

52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 67 vs 68 last quarter

48% rate the expertise of the customer service agent as 'excellent'

54% 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 64 last quarter

47% 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'

53% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 62 vs 62 last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

52% 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"

48% 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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