The Customer Service Survey

National Customer Service Survey on Banks Updated for 2011

by Peter Leppik on Wed, 2012-01-11 16:11

Our initial National Customer Service Survey report on banks was published in October 2011 and covered the six months ending September 2011.

We have updated that report to include all our 2011 data, April through December. This suvey tracks customer service quality at Bank of Americs, Chase, Citi, and Wells Fargo on an ongoing basis, and the updated report includes results of over 1,200 customer interviews from these four companies. Each interview took place shortly after a customer service call, with most interviews being less than five minutes after the end of the customer's experience.

You can download the Executive Summary of the full 2011 data online, or contact us for more details about subscribing to the complete data set.

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