US Bank - Nice

Financial Services in the US

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US Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

US Bank’s Overall Effort Score keep creeping up. The brand has added +1 wave on wave, marking a second consecutive quarter of growth in 2025.

The rise was driven by growth in two of the four component pillars. Style of Communication and Speed of Resolving Problems is up by +1, while Knowledge & Expertise and Valuing the Customer remain flat wave on wave.

With only 46% of its customers rating the range of solutions or options that were suitable as "excellent" – this is one area the brand can improve to drive its Overall Effort Score even higher.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

54% rate the expertise of the customer service agent as 'excellent'

52% 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'

Valuing the Customer

last quarter

52% say the way they understood their needs was 'excellent'

46% say the range of solutions or options that were suitable was "excellent"

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

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

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

56% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'