Score increases across three pillars has not only boosted Current’s Overall Customer Effort Score up +1 point to 55, but pushed it to 8th position, five points ahead of Vara Bank.
The biggest increases come from Knowledge and Expertise and Valuing the Customer, which increased to 57 and 55 respectively (+2 points). Analyzing the Knowledge and Expertise pillar, there was a slight increase in the number of customers who said the expertise of its customer service agents was ‘good’.
There was also a 4% boost in those saying the way details were clearly explained to them was ‘good’, jumping from 38% to 42%.
The company should focus on improving how well the customer service agents understand customers' particular problems or questions, as this saw a 5% drop compared to last quarter, to 45%.