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 Bank has added +1 to its Overall Effort Score, once again taking joint third alongside PNC, Bank of America and US Bank in the Financial Services in the US table.

The brand has seen its scores increase in three of the four component pillars. Knowledge & Expertise and Valuing the Customer is up by +1, Style of Communication is up by +2.

Speed of Resolving Problems remains flat wave on wave, so we would advise that this is the area the bank focuses on. Forty-five per cent rate how they were able to speak to a customer service agent that can help them with their query as 'excellent’.

Style of Communication

last quarter

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

48% 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'

53% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

50% say the way they understood their needs was 'excellent'

49% 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

50% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% rate how they were not left ?on-hold? or in a call queuing system for a long time as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'