Three pillar scores of Wells Fargo have remained the same, but one – Style of Communication – has dropped -1 point. Despite this, its Overall Customer Effort Score of 64 and its 3rd position in the US Financial Service rankings are unchanged.
Under its Style of Communication pillar, there has been some movement in how customers rank the bank's ability to communicate in their chosen language, other than English. Last quarter, 51% rated this strand as ‘good’, but this quarter, it’s dropped to 50%, giving an area to focus on to help increase its Overall Customer Effort Score.
The positive within this pillar, however, and something the company is doing well is the politeness of its customer service agents. More than 50% (53%) rated its politeness as ‘good’.
While no change on the other pillars, looking at Knowledge and Education, Wells Fargo are performing well across all strands that make up the pillar, but more specifically, 51% rated the expertise of the customer service agent as ‘excellent’.