Financial Services in the US
Despite a -3 point decline in its Overall Effort Score and all four pillar scores, PNC Bank has gone from 8th position to 7th in the US Financial Services rankings.
The bank's Style of Communication pillar score now sits at 65, a -2 point decrease from last quarter, which gives the bank something to improve on. Fewer customers (50%) ranked it as ‘good’ for the politeness of its customer service agents, and only 53% (a 2% decrease) ranked them ’good’ for its ability to communicate in their chosen or preferred language.
Its Knowledge and Expertise pillar score also dropped -2 points, leaving them at 61 for this quarter. There was a 3% decline in the number of customers (44%) who said the way details were clearly explained to them was ‘excellent’. Furthermore, only 42% - compared to last quarter's 49% - rated ‘excellent’ for how well its agents understood their particular issue.
Customer Effort in detail
Style of Communication
65 vs 67 last quarter
50% say the politeness of their customer service agents is 'excellent'
53% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
59 vs 61 last quarter
48% rate the expertise of the customer service agent as 'excellent'
44% say the way details were clearly explained to them was 'excellent'
42% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
58 vs 60 last quarter
49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
Speed Solving the Problem
54 vs 56 last quarter
48% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
