TD Bank has climbed the US Financial Services rankings, moving from 9th position to 5th position after its Overall Customer Effort Score increased +2 points to 62.
The bank saw improvements across all four of its pillar scores, with the most notable ones being Knowledge and Expertise, Style of Communication and Valuing the Customer going up +3 points to 63 and 64 respectively.
Diving into its Valuing the Customer pillar, half of its customers rated the bank as ‘excellent’ for how they made them feel valued/important as a customer. What’s more, 53% said the way the bank understood their needs was ‘excellent’, a 4% increase on last quarter.
The biggest increase under this pillar, however, was the 8% increase in customers who said its range of solutions or options that were suitable was ‘excellent’.
Under Knowledge and Expertise, which increased +2 points at 63, a high percentage (52%) of customers ranked the bank highly for the expertise of its customer service agents. Fifty-four per cent ranked it ‘excellent’ for how well the customer service agent understood their problem.