Vocalabs’ 2014 Survey Shows Chase and Citi Pull Ahead in Banking Customer Service

Bank of America, Wells Fargo Holding Steady

MINNEAPOLIS--()--Continuing a multi-year trend, more Chase and Citi customers were satisfied with their customer service in 2014 than in 2013, according to the National Customer Service Survey, a survey of customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately after a customer service call in 2014, 75% of Chase customers surveyed were “Very Satisfied” with the experience, up from 57% in 2011, while Citi’s score increased to 72% from 54% over the past three years. In 2014, 65% of Bank of America customers and 64% of Wells Fargo customers were similarly satisfied with the service they received; both numbers were statistically unchanged from 2011.

“Chase and Citi have shown that sustained, incremental improvement over a period of years can lead to big changes,” said Peter Leppik, CEO of Vocalabs. “When we began tracking these major banks in 2011, Chase and Citi were well behind Bank of America and Wells Fargo on many of our key metrics. Bank of America and Wells Fargo have not improved much in the past three years, allowing Chase and Citi to catch up and pull ahead in service satisfaction.”

An Executive Summary of this research is available to the public at http://www.vocalabs.com/published-research. Complete survey data is available by subscription to Vocalabs clients.

About the National Customer Service Survey
The National Customer Service Survey (NCSS) tracks customer service quality in several industries, using telephone interviews conducted with a customer immediately after a customer service call. Statistics in this press release are based on 4,116 surveys completed between April 2011 and December 2014. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.

To subscribe to the full data set, contact Vocalabs at inquiry@vocalabs.com, 612-235-5713.

About Vocalabs
Vocal Laboratories Inc. (Vocalabs) specializes in building effective transactional customer feedback programs designed to measurably improve the customer experience. We use a combination of immediate live interviews and email surveys to collect real-time customer feedback tailored to each client's business goals. Our reporting tools deliver the Voice of the Customer to the entire client organization, from executives to front-line customer service, and our unique expertise ensures ongoing improvement. Learn more at www.vocalabs.com.

Contacts

Vocalabs
Rob Jackson, 612-235-5713
rjackson@vocalabs.com

Contacts

Vocalabs
Rob Jackson, 612-235-5713
rjackson@vocalabs.com