Chase Bank - Nice

Financial Services in the US

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Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It was nice while it lasted. Chase Bank has been knocked off the top spot, held for just one quarter – as USAA Bank rises from third to first.

Chase Bank's scores hold firm though – it has posted the same Overall Effort Score in Q1 2025 as it did in its industry-leading Q4, but that’s not enough to rank top this time.

While two pillars remain the same wave on wave – ‘Style of Communication’ and ‘Valuing the Customer’, two have dropped slightly (‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’).

Can Chase regain the top spot? Stay tuned to the CEI next wave to find out.

Style of Communication

last quarter

59% say the politeness of their customer service agents is 'excellent'

56% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

56% rate the expertise of the customer service agent as 'excellent'

55% say the way details were clearly explained to them was 'excellent'

54% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

53% rate this brand as 'excellent' for how they made them feel valued/important as a customer

55% say the way they understood their needs was 'excellent'

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

Speed Solving the Problem

last quarter

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

56% 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'