Financial Services in the US
A slightly negative quarter for USAA bank with the company dropping scores in two pillars, improving in one and remaining the same in another. This dragged its Overall Customer Effort Score down by -1 point to 65, which subsequently kept it joint second in the rankings alongside four other US financial services companies.
In order to make a surge into the top spot next quarter and take over Chase then it will need to stem the negative tide in its Speed of Resolving the Problem pillar score, which dropped by -3 points to 61. Within this, 45% rated how easy it was to find the information they wanted on the website/app as 'excellent', while 53% say they made it ‘very easy’ to achieve what they set out to do.
The company did improve its Style of Communication by +2 points to 69, with 58% saying the politeness of their customer service agents is 'excellent'.
Customer Effort in detail
Style of Communication
69 vs 67 last quarter
58% say the politeness of their customer service agents is 'excellent'
56% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
65 vs 66 last quarter
55% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
47% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
65 vs 65 last quarter
52% 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"
63% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
61 vs 64 last quarter
45% 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'
53% say they made it ‘very easy’ to achieve what they set out to do
