Current - Nice

Financial Services in the US

Back to rankings

Current overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s been a good three months for Current in the Customer Effort Index. The brand has added +1 to its Overall Effort Score, following increases in three out of the four pillars.

A particularly strong performance is seen in ‘Speed of Resolving Problems’, where Current has grown its score for two straight quarters now.

Current's area of focus should be ‘Valuing the Customer’, which was the only pillar to decline wave on wave. Is the brand communicating that they understand their customers’ needs as well as they could be?

Style of Communication

last quarter

41% say the politeness of their customer service agents is 'excellent'

39% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

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

41% say the way they understood their needs was 'excellent'

49% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'good'

45% 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"

40% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'