Please enter your username or the email address associated with the account so we can help you reset your password.
MINNEAPOLIS—Among customers surveyed, Bank of America and Wells Fargo had better phone-based customer service than Chase and Citi, according to a study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately following a customer service call, 68% of Bank of America customers surveyed were “Very Satisfied” with the experience, while 63% of Wells Fargo customers gave the experience their top rating. This compares to the 56% percent of Chase and 52% of Citi customers who were similarly satisfied.
Problem resolution is an issue industry-wide. Bank of America, Chase, and Wells Fargo were statistically tied with 64%, 66%, and 64% of customers’ issues resolved on the customer service call, while 57% of Citi customers surveyed reported their problems were solved.
“Even among routine transactions like checking account balances, over 30% of the customers we interviewed did not get what they wanted on the customer service call,” said Peter Leppik, CEO of Vocalabs. “Our survey shows that problem resolution is a major driver of business goals like customer loyalty. It also costs a lot of money to serve customers who call back multiple times.”
About This ResearchThe National Customer Service Survey (NCSS) tracks customer service quality in several industries, using telephone interviews conducted with a customer immediately after a customer service experience. Statistics in this press release are based on 844 surveys completed between April 2011 and September 2011. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.
Download the Executive Summary by visiting www.Vocalabs.com/Press. To subscribe to the full data set, contact Vocalabs at email@example.com, 952-941-6580, ext. 201.
About VocalabsVocal Laboratories Inc. (Vocalabs) specializes in building effective customer feedback programs designed to measurably improve the customer experience. We use a combination of immediate live interviews, automated customer surveys, and panel research to collect customer feedback tailored to each client’s business goals. Our reporting tools serve the entire client organization, from executives to front-line customer service, and our unique expertise ensures ongoing improvement. Learn more at www.vocalabs.com.
Thank you for signing up, please check your email for more information.