MINNEAPOLIS — A report card showing grades of C and D for the quality of major banks' telephone-based customer service could translate into an opportunity for credit unions.
The latest Vocal Laboratories quality survey of large financial services covers the six months ending in June. It shows Bank of America earning a C in call satisfaction and a B in call completion, which is the percent of customers able to complete their business with a single phone call.
Citibank and Washington Mutual both earned Cs in call satisfaction and Ds in call completion. Wells Fargo earned a D in caller satisfaction and a C in call completion. Wachovia would have ranked near the top in caller satisfaction and near the bottom in call completion, but there was not enough data to issue a letter grade.
Complete your profile to continue reading and get FREE access to CUTimes.com, part of your ALM digital membership.
Your access to unlimited CUTimes.com content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking credit union news and analysis, on-site and via our newsletters and custom alerts
- Weekly Shared Accounts podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical coverage of the commercial real estate and financial advisory markets on our other ALM sites, GlobeSt.com and ThinkAdvisor.com
Already have an account? Sign In Now
© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
