Truist has gone from 11th position last quarter to 6th position in the US Financial Services rankings after a +3 point increase of its Overall Customer Effort Score, now 61.
While all four of the bank’s pillar scores increased, the largest one was its Valuing the Customer pillar, which had a +5 jump from 55 to 60. In terms of what the bank is doing well, half of its customers said the way they understood their needs was ‘excellent’. And almost half (48%) also rated it ‘excellent’ for how they made them feel valued/important as a customer.
The next biggest increase came from its Speed of Resolving the Problem pillar score, which jumped +4 points to 59. It is still -3 points away from where it was in January. However, it is excelling in helping its customers resolve their problem with the first agent they contact with, as 50% rated it as ‘excellent’, a 2% increase on last quarter.