Citi - Nice

Financial Services in the US

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Citi overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Citi has continued to make gains in Overall Effort Score, increasing its score by +1 wave on wave, taking it to 68 – the highest score it has ever seen in the Customer Effort Index’s two-year history.

The brand has seen rises in three out of the four component pillars, with Knowledge & Expertise remaining flat wave on wave, which should be Citi’s focus in the year's final quarter.

Style of Communication is up by +2, while Valuing the Customer and Speed of Resolving Problems are up by +3.

Earlier this month, Citi announced it expanded its digital client platform, CitiDirect Commercial Banking, with new AI capabilities to improve customer service. Come back next wave to find out how this has affected its Overall Effort Score.

Style of Communication

last quarter

60% 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

50% rate the expertise of the customer service agent as 'excellent'

52% say the way details were clearly explained to them was 'excellent'

56% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

67% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

51% 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'

62% say they made it ‘very easy’ to achieve what they set out to do