Three of Citi’s pillar scores have increased up to +2 points this quarter, resulting in a +2 point increase of its Overall Customer Effort Score, which is now at 66. As a result, the bank is now joint 2nd position in the US Financial Services rankings, alongside Chase Bank and USAA Bank.
The largest increase came from its Knowledge and Expertise pillar, which increased +2 points. More than half (52%) of its customers marked them higher for the way details were clearly explained to them. Almost half (49%) of its customers also rated them highly for how well the customer service agent understood their particular problem or question.
The remaining three pillars jumped +1 point. Its Style of Communication pillar went from 68 to 69 after an increased number of its customers rated the politeness of its customer service agents as ‘excellent’. This area increased from 48 to 49%.
Only Speed Solving the Problem remained the same score of 62, which should be a core focus for the bank next quarter.