Bank of America

Financial Services in the US

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Bank of America overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Bank of America has had a brilliant three months in the Customer Effort Index, adding +3 points to its Overall Effort Score to take the top spot for the first time, admittedly sharing with Chase Bank.

Q3 2025 marks the first time Bank of America has sat at the top of the Financial Services in the US table, it’s Overall Effort Score buoyed by rises in all four pillars.

Knowledge & Expertise is up by +2, Style of Communication and Speed of Resolving Problems add +3 apiece, but the standout success is Valuing the Customer, which has added +4.

The company recently folded its fintech investment banking team into its technology practice, so moving forward this may effect the customer service output across its operations.

Earlier this year, Bank of America outlined its mission to add 5 million clients. With Customer Effort success like this, it may just!

Style of Communication

last quarter

57% say the politeness of their customer service agents is 'excellent'

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

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'

Valuing the Customer

last quarter

55% say the way they understood their needs was 'excellent'

51% say the range of solutions or options that were suitable was "excellent"

72% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

49% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

54% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

60% say they made it ‘very easy’ to achieve what they set out to do