The Customer Service Survey

2017 Results for the National Customer Service Survey are out

by Peter Leppik on Tue, 2018-02-27 16:30

We recently released our 2017 report for the National Customer Service Survey on banking customer service, tracking customer service performance at Bank of America, Chase, Citi, and Wells Fargo. An executive summary is available for download.

In our 2017 data we find that Citi has rebounded significantly from its decline over the past two years, and is now generally scoring in-line with industry peers in our survey. Bank of America has declined meaningfully since 2015, and in 2017 had the lowest scores in seven of our nine key metrics. Wells Fargo has the highest scores in our three Business Outcome metrics.

This unique independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. We perform in-depth interviews with customers of each company immediately after a customer service call. High-level business metrics are correlated to specific events during the customer service call, allowing us to directly measure the drivers of customer satisfaction and loyalty. 

This report is based on over 5,000 telephone interviews conducted between 2011 and December 2017. The National Customer Service Survey is an ongoing research study, and we are collecting new customer feedback about each company continually throughout the year. We publish an annual Executive Summary highlighting key trends, and Vocalabs clients have access to more in-depth analysis and can develop proprietary benchmarks against our syndicated research. Please contact us for more information.

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