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

USAA Bank has tumbled off the top spot this wave, despite adding +1 to its Overall Effort Score.

The brand now sits in joint third alongside Citi and PNC Bank in the Financial Services in the US table.

There’s only been one change in the component pillars too. Valuing the Customer has added +1 while the other three pillars remain flat wave on wave.

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

63% 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

59% rate the expertise of the customer service agent as 'excellent'

54% 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

55% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

55% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

52% rate how easy it was to find the information they wanted on the website/app as 'excellent'

55% 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"

54% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'