Financial Services in the US
Despite improving its Overall Effort Score by +1 to 63, the performance of the rest of US financial services sector meant TD Bank unfortunately dropped in the rankings from 7th to 8th.
However, there's plenty to be positive, with its +3 point improved Style of Communication massively contributing to the overall increase.
With more than half of its customers (56%) saying the politeness of their service agents is 'excellent' and 47% rating the ability to communicate with them in their chosen language (other than English) as ‘excellent’, there is plenty to build from here.
Customer Effort in detail
Style of Communication
65 vs 62 last quarter
56% 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
62 vs 63 last quarter
50% rate the expertise of the customer service agent as 'excellent'
50% say the way details were clearly explained to them was 'excellent'
52% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
65 vs 64 last quarter
51% rate this brand as 'excellent' for how they made them feel valued/important as a customer
47% say the range of solutions or options that were suitable was "excellent"
66% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
63 vs 63 last quarter
52% rate how easy it was to find the information they wanted on the website/app as 'excellent'
49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
57% say they made it ‘very easy’ to achieve what they set out to do
