- Looking at the pillars, Valuing the Customer appears to be the biggest area that US Financial Services should look to focus on, with multiple brands reporting their lowest scores seen so far in this pillar this wave.
Financial Services in the US
- Sector average score 61
- Knowledge & Expertise 65
- Style of Communication 64
- Speed of Resolving Problems 65
- Valuing the Customer 65
While US Bank remains top of the Financial Services in the US table, USAA's +2 increase in its Overall Effort Score has resulted in a three-way tie for second, alongside Citi and Chase.
Further down the table, TD Bank and Truist advance two places each in the table. Their gain is Bank of America’s and PNC’s loss, with the two now at eighth and 10th respectively, after tumbling from their highest rankings of fourth and seventh in Q3 2024.
Turning to the Overall Effort Scores themselves, US Bank has extended its lead by adding +2 points to its Overall Effort Score, while a score of 50 for Varo sees it score the lowest Overall Effort Score recorded in the Financial Services Table in the US so far.
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.