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US Bank

  Financial Services in the US

US Bank overall Effort Score: 67 US Bank vs 66 US Bank last quarter
Sector Effort Score benchmark: 61 US Bank vs 60 US Bank last quarter

US Bank has taken the top spot. However, its gain was more USAA Bank's loss, as the last quarter's frontrunner tumbled down to third, following a -3 dip in its Overall Effort Score. US Bank's score remained the same wave on wave. 

Even this doesn't tell the full story though. US Bank's scores dipped in three out of the four pillars, but a climb in its points for the 'Style of Communication' pillar (+6), ensured a stable Overall Effort Score. 

It's clear its customers are expecting more from US Bank in how valued they are made to feel and how quickly their issues are resolved. 

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US Banks’ scores are likely to have been impacted by the manual error that rocked the US banking system in November.

While outages are to some extent unavoidable, the subsequent storm on social media may well have been. Customers complained at not being told definitely answers and being left in the dark about when their payments would be processed.

Customer Effort in detail

Style of Communication 69 vs 79 last quarter

54% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 68 vs 84 last quarter

51% rate the expertise of the customer service agent as 'excellent'

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

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 66 vs 87 last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

50% say the way they understood their needs was 'excellent'

47% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 64 vs 84 last quarter

49% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% 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"

53% 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.