Varo Bank - Nice

Financial Services in the US

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Varo Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s a great result for Varo this quarter. The digi-bank has lived at the tail of the Financial Services in the US table for as long as we’ve been running the Customer Effort Index. Now, in Q2 2025, it has overtaken Current by adding +2 to its Overall Effort Score – an all-time high for the brand.

The brand has added +2 wave on wave to its scores in the Knowledge & Expertise and Valuing the Customer pillars, as well as +1 in Style of Communication. It’s real stand-out performance though is recorded in Speed of Resolving Problems, which is up by +4 vs three months ago.

Varo is having a great year. The brand raised $29m in February and has invested in AI and machine learning in “various aspects of the customer life cycle”.

Customers are clearly responding positively and we look forward to seeing how Varo’s scores grow in future waves.

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

50% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

49% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the range of solutions or options that were suitable was "excellent"

57% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% 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"

45% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'