Chase Bank - Nice

Financial Services in the US

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Chase Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s official – a digi-bank is top of the Financial Services in the US chart. Chase has now tied with USAA Bank with an overall Effort Score of 68, up from 66 in Q3 2024 and an all-time high for the brand.

All it took were some modest gains in the component pillars, illustrating just how competitive the top spot is in Financial Services. Scores in Speed of Resolving Problems and Style of Communications increased +1 wave on wave, while Knowledge & Expertise and Valuing the Customer remained flat.

In April, Chase began applying its world-leading communications practices to a different kind of message. The bank has begun suing customers for fraud for exploding the so-called ‘infinite money glitch’. Last year, thousands of customers began depositing checks for a large sum of money and withdrawing the funds before it bounced. The bank has sent letters to more than 1,000 customers demanding they repay the money they took.

Style of Communication

last quarter

58% say the politeness of their customer service agents is 'excellent'

57% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

55% rate the expertise of the customer service agent as 'excellent'

54% 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

56% say the way they understood their needs was 'excellent'

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

70% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

54% 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"

54% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

59% say they made it ?very easy? to achieve what they set out to do