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

In Q2 and Q3 2024, Citi held bronze position in the Financial Services in the US table. After an unfortunate drop to sixth in Q4, it is now back at third for Q1 2025 – but it now shares the position with three others.

PNC, Bank of America and US Bank are all now at third, posting the exact same Overall Effort Score, indicating just how tight competition is at the top of the Financial Services in the US table.

This quarter, we’ve seen Citi add +1 to its Overall Effort Score and +3 to its ‘Valuing the Customer’ pillar, buoyed by an increased percentage of respondents who said they were ‘very satisfied’ with their contact.

It’s ‘Style of Communication’ score dipped -1 to 68 this wave.

Style of Communication

last quarter

51% 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’

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

54% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

51% say the way they understood their needs was 'excellent'

53% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

52% 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"

49% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'