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Chase Bank

  Financial Services in the US

Chase Bank overall Effort Score: 66 Chase Bank vs 65 Chase Bank last quarter
Sector Effort Score benchmark: 61 Chase Bank vs 60 Chase Bank last quarter

Chase Bank moves up the charts, rising from third to second, and improving it score in two out of the four Customer Effort pillars. 

Like our new frontrunner US Bank, Chase's gain is really down to USAA's loss, which dropped to third this quarter. However, Chase has improved its scores in two pillars, 'Style of Communication' and 'Understanding and Valuing the Customer'.

Alongside US Bank and Bank of America, Chase faced an outage in November that saw customers across the country unable to process payments. However, unlike these two, Chase has been able to improve its scores during this period.  

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While Chase's scores were more favourable this quarter in two pillars – ; Speed of Resolving Problems' and 'Knowledge and Expertise' remained flat. More attention must be given to ensure they are quickly solving issues and sharing information with their customers.

Customer Effort in detail

Style of Communication 70 vs 83 last quarter

57% 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 and Expertise 67 vs 84 last quarter

53% rate the expertise of the customer service agent as 'excellent'

50% say the way details were clearly explained to them was 'excellent'

54% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 68 vs 90 last quarter

52% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

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

Speed Solving the Problem 63 vs 85 last quarter

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

53% 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"

51% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.