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 has added +3 to its Overall Effort Score, taking its total to 67 – the brand’s highest score in the Customer Effort Index for more than a year – even higher than in Q4 2024, when the brand stat in fourth, indicating just how competitive this table has become in the past year.

Wells Fargo has seen score increases across all four pillars wave on wave. Valuing the Customer, Style of Communication and Speed of Resolving Problems are up by +3, while Knowledge & Expertise is up by +2.

Last month, Wells Fargo expanded its collaboration with Google Cloud to roll out AI agents across the business. Stay tuned to the CEI to find out how this drives Customer Effort.

Style of Communication

last quarter

54% 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

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

51% say the way details were clearly explained to them was 'excellent'

53% 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'

50% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

48% rate how easy it was to find the information they wanted on the website/app as 'excellent'

52% 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"

50% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'