Financial Services in the US
Despite last wave's glum readings for USAA Bank, this wave sees the bank turn it around with a +2 point score increase in its Overall Customer Effort Score and score boosts across all four pillars.
As a result, the bank is joint 2nd position with Chase Bank and Citi.
Its increase is likely based on its response to scams reported last December. While it's difficult to determine whether there’s any direct correlation, its Speed of Resolving the Problem pillar went up +3 points to 64. More than half of its customers (53%) rated it ‘excellent’ for how they were able to resolve their issue, with the first agent they contacted and 46% said how ‘excellent’ it was to find the information they wanted on the website/app.
Customer Effort in detail
Style of Communication
67 vs 65 last quarter
55% 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
66 vs 64 last quarter
56% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
48% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
65 vs 64 last quarter
50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
46% 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
64 vs 61 last quarter
47% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
55% 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'
