US 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

US Bank has dropped another place. Last quarter, we saw the bank unseated from the top spot by Chase. It has now sank to third following the rapid rise of USAA Bank in Customer Effort.

The positives for the brand is that it did increases its Overall Effort Score, +1 wave on wave, with a +2 rise in the ‘Speed of Resolving Problems’ pillar.

However, it’s the ‘Style of Communication’ that is letting the brand’s score down. In particular, it might be the ability to communicate with customers in their chosen language (other than English), which is causing them to lag behind.

Style of Communication

last quarter

55% 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

51% rate the expertise of the customer service agent as 'excellent'

51% say the way details were clearly explained to them was 'excellent'

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

51% rate this brand as 'excellent' for how they made them feel valued/important as a customer

48% say the range of solutions or options that were suitable was "excellent"

59% 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 'excellent'

48% 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"

51% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'