Capital One

Financial Services in the US

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Capital One overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Capital One’s Overall Effort Score remains flat wave on wave – at 64. The brand has taken joint seventh in the Financial Services in the US table, sitting alongside Well Fargo.

However, scores in two of the four pillars have dipped this wave. Style of Communications and Knowledge & Expertise are down -1 while Speed of Resolving Problems and Valuing the Customer remain unchanged.

Capital One recently introduced Chat Concierge, an AI-tool that is designed to assist businesses by managing customer inquiries. With the brand investing in these solutions, we expect to see it continue to climb the Customer Effort Index in future waves.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

52% rate the expertise of the customer service agent as 'excellent'

49% 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

48% say the way they understood their needs was 'excellent'

45% say the range of solutions or options that were suitable was "excellent"

62% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'