Bank of America

Financial Services in the US

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Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

A fantastic quarter for Bank of America after it saw a +3 rise in its Overall Effort Score to 64, which has brought it up one place to 7th in the US financial services table.

Its Valuing the Customer pillar score's rise of +4 points to 66 massively helped towards this, with 49% surveyed saying the way they understood their needs was 'excellent'.

47% believed the range of solutions or options that were suitable was "excellent", and a brilliant 62% said they were 'very satisfied' with the outcome of their communication or contact.

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.

Style of Communication

last quarter

55% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

51% rate the expertise of the customer service agent as 'excellent'

50% say the way details were clearly explained to them was 'excellent'

49% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

50% rate this brand as 'excellent' for how they made them feel valued/important as a customer

49% say the way they understood their needs was 'excellent'

47% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

48% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'