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 ranks joint third in the Financial Services in the UK table, increasing its Overall Effort Score by +1 wave on wave. Now at 67, Bank of America’s Overall Effort Score has never been higher.

Three of the four pillars are also up wave on wave. Knowledge & Expertise, Speed of Resolving Problems and Valuing the Customer are up by +1. Style of Communication, meanwhile, remains flat wave on wave.

Bank of America should ensure that different languages are available at every touchpoint to drive this score higher.

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'

50% 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'

Valuing the Customer

last quarter

50% say the way they understood their needs was 'excellent'

46% say the range of solutions or options that were suitable was "excellent"

69% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

44% 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"

46% rate how they were not left ?on-hold? or in a call queuing system for a long time as 'excellent'