Financial Services in the US
A slightly disappointing quarter for Truist after it dropped by -2 points in two pillars and stayed the same in the other two, dragging its Overall Customer Effort score down by -2 points to 59, which has moved it down to 11th from 8th in the rankings last wave.
Although its Style of Communication and Valuing the Customer scores remained at 66 and 60 respectively, Speed of Resolving Problems dropped to 57 from 59, while Knowledge and Expertise went down to 60 from 62.
Within this, only 44% said the way details were clearly explained to them was 'excellent' and only 46% rate how well the customer service agent understood their particular problem or question as 'excellent'
Customer Effort in detail
Style of Communication
66 vs 66 last quarter
53% say the politeness of their customer service agents is 'excellent'
55% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
60 vs 62 last quarter
53% rate the expertise of the customer service agent as 'excellent'
44% say the way details were clearly explained to them was 'excellent'
46% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
60 vs 60 last quarter
47% rate this brand as 'excellent' for how they made them feel valued/important as a customer
43% say the range of solutions or options that were suitable was "excellent"
54% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
57 vs 59 last quarter
42% rate how easy it was to find the information they wanted on the website/app as 'excellent'
57% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
51% say they made it ‘very easy’ to achieve what they set out to do
