Wells Fargo

Financial Services in the US

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Wells Fargo overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Wells Fargo’s Overall Effort Score has dipped slightly – down -1 wave on wave – which sees the brand drop from joint fifth in Q1 2025 to joint seventh in this wave.

A deep dive into the component pillars reveals this has been caused by declines in three of the four. Knowledge & Expertise and Style of Communication is down by -2 and Speed of Resolving Problems is down by -1. Valuing the Customer remains flat.

With only 44% of customers rating how easy it was to find the information they wanted on the website/app as 'excellent’, this is one area Wells Fargo should focus on.

Style of Communication

last quarter

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

52% 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'

49% 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

51% say the way they understood their needs was 'excellent'

49% say the range of solutions or options that were suitable was "excellent"

63% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

44% rate how easy it was to find the information they wanted on the website/app as 'excellent'

48% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'