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.