Financial Services in the US
A poor quarter for US Bank after it dropped its Overall Customer Effort Score by -4 points to 65 and as a result lost its position at the top of the rankings to Chase. The company now instead shares second place with four other financial service companies.
Three of its pillar scores dropped by a disappointing -3 points each, with Style of Communication (69), Knowledge and Expertise (66) Valuing the Customer (65) all falling.
However, with a -5 point drop to 62, its Speed of Resolving the Problem pillar score saw the heaviest loss, with only 45% rating how easy it was to find the information they wanted on the website/app as 'excellent' and just above half 51% rating how they were able to speak to a customer service agent that can help them with their query as 'excellent'.
Customer Effort in detail
Style of Communication
69 vs 72 last quarter
55% say the politeness of their customer service agents is 'excellent'
51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
66 vs 69 last quarter
51% rate the expertise of the customer service agent as 'excellent'
51% say the way details were clearly explained to them was 'excellent'
51% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
65 vs 68 last quarter
51% rate this brand as 'excellent' for how they made them feel valued/important as a customer
48% say the range of solutions or options that were suitable was "excellent"
59% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
62 vs 67 last quarter
45% rate how easy it was to find the information they wanted on the website/app as 'excellent'
51% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
50% say they made it ‘very easy’ to achieve what they set out to do
