USAA Bank - Nice

Financial Services in the US

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USAA Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

For the first time ever there is no clear leader of the Financial Services in the US table. USAA bank, which has held the spot sine Q4 2024, now has to share it with Chase.

With an Overall Effort Score of 68, USAA is posting the same score in Q2 2025 as it did last wave.

Looking at the component pillars, Style of Communication and Valuing the Customer remain the same as last wave, while the brand added +3 to its Knowledge & Expertise scores.

Speed of Resolving Problems, however, dipped by -1, with only 47% of customers rating how they were not left in a queueing system for a long time as ‘excellent’. This may be the area to focus on to retake the top spot outright.

USAA Banks’ high Customer Effort score is reflected by ACSI research, where last year it led all banks for website satisfaction and mobile reliability.

The business has, of course, rolled out AI but it’s bringing staff along the journey with a course called AI Aware, available to all 38,000 of its employees. Its GenAI tools have so far been internal facing, designed to help its staff cater for customers better. Its a strategy that is working – where can the business go next?

Style of Communication

last quarter

62% say the politeness of their customer service agents is 'excellent'

55% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

58% 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'

Valuing the Customer

last quarter

53% rate this brand as 'excellent' for how they made them feel valued/important as a customer

52% say the range of solutions or options that were suitable was "excellent"

67% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

50% rate how easy it was to find the information they wanted on the website/app as 'excellent'

61% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

55% say they made it ?very easy? to achieve what they set out to do