Washington Mutual and Bank of America On Top of Customer Service
MINNEAPOLIS - According to the SectorPulse study by Vocal Laboratories Inc., Washington Mutual was the satisfaction leader in Caller Satisfaction, scoring a “B” in Caller Satisfaction and a “C” in Call Completion - the percent of customers able to complete their business with a single phone call. Bank of America earned a “C” in Caller Satisfaction, and led in Call Completion with a “B.”
Citibank and Wells Fargo both earned “C’s” in Caller Satisfaction and “D’s” in Call Completion. Feedback indicates that Wachovia would rank near the top in Caller Satisfaction and near the bottom in Call Completion, but too few survey responses were received for Wachovia to issue letter grades.
While not a direct competitor to traditional banks, PayPal processes millions of online financial transactions each year. PayPal earned “C’s” in both metrics for this report.
VocaLabs CEO Peter Leppik said, “The most interesting result this quarter is Bank of America’s continued improvement. In our first report two years ago, Bank of America was near the top of the rankings, but dropped significantly in mid-2006. The company is now back at or above the scored it posted in early 2005.”
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