66
VS
64
last Quarter
64
VS
63
last Quarter
Capital One sits at seventh – the same spot as it did in Q2 2025 – despite added +2 to its Overall Effort Score wave on wave.
Looking at the component pillars, Capital One has seen gains of +2 across all four.
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.
Filters
vs
66last quarter
55% say the politeness of their customer service agents is 'excellent'
52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
63last quarter
52% rate the expertise of the customer service agent as 'excellent'
51% say the way details were clearly explained to them was 'excellent'
51% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
64last quarter
47% rate this brand as 'excellent' for how they made them feel valued/important as a customer
47% 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
vs
63last quarter
49% rate how easy it was to find the information they wanted on the website/app as 'excellent'
51% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
57% say they made it ‘very easy’ to achieve what they set out to do
