Financial Services in the US
Three pillar scores of Wells Fargo have remained the same, but one – Style of Communication – has increased by +2 to 69. This has led to it increasing its Overall Customer Effort Score by +1 to 65 and moved it up to second in the rankings, which it now shares with four other US financial service companies.
Under its Style of Communication pillar, 54% say the politeness of their customer service agents is 'excellent', while the same percentage rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’. Both improvements on the previous quarter.
Moving forward, it should look to finally improve in the other three areas, which have now remained the same for six months.
Customer Effort in detail
Style of Communication
69 vs 67 last quarter
54% 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
65 vs 65 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'
52% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
65 vs 65 last quarter
50% rate this brand as 'excellent' for how they made them feel valued/important as a customer
49% say the range of solutions or options that were suitable was "excellent"
64% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
62 vs 62 last quarter
46% rate how easy it was to find the information they wanted on the website/app as 'excellent'
53% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
55% say they made it ‘very easy’ to achieve what they set out to do
