Financial Services in the US
US Bank once again ranks 1st in the US Financial Services table after its Overall Customer Effort Score goes up +2 points to 69. It also makes it +3 points ahead of Chase Bank in 2nd position.
Leaning into why it had a high increase, its Speed of Resolving the Problem pillar score went up +3 points to 67. More than half of its customers (53%) said they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted, rating them ‘excellent’.
Its Style of Communication pillar score went up to 72, its highest score. Almost 60% of its customers rated the bank as ‘excellent’ for the politeness of its customer service agents, and 54% rated the same for its ability to communicate in their chosen language.
Customer Effort in detail
Style of Communication
72 vs 69 last quarter
58% say the politeness of their customer service agents is 'excellent'
54% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
69 vs 68 last quarter
54% rate the expertise of the customer service agent as 'excellent'
52% say the way details were clearly explained to them was 'excellent'
53% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
68 vs 66 last quarter
57% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
55% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
Speed Solving the Problem
67 vs 64 last quarter
54% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
53% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
53% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
