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  Financial Services in the US

Citi overall Effort Score: 64 Citi vs 64 Citi last quarter
Sector Effort Score benchmark: 61 Citi vs 60 Citi last quarter

Citi now sits in third place in the table with the same Overall Effort Score as the previous quarter of 64.

This improvement in the rankings doesn't tell the whole story, however, with the US company seeing sharp drops in all four pillars this quarter, giving it plenty to work with to maintain its top three position. Its Speed Solving The Problem saw the worst drop of -21 points.

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Customer Effort in detail

Style of Communication 68 vs 75 last quarter

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

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 66 vs 83 last quarter

45% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 63 vs 78 last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

48% say the way they understood their needs was 'excellent'

45% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 62 vs 83 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"

47% say they made it ‘fairly easy’ to achieve what they set out to do

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.