Vocal Laboratories announced the results of its tenth quarterly SectorPulse study on phone-based customer service quality among large financial services companies for the six months ending September 2007. The study covered Washington Mutual, Wells Fargo, Bank of America, PayPal, Citibank and Wachovia.
Leading the quarter was Bank of America, with a “C” in Caller Satisfaction and a “B” in Call Completion.
“For the industry as a whole, the quality of service
this quarter is similar to what we recorded last quarter, though some companies did better and others worse,” said Peter Leppik, CEO of Vocal Labs. “The financial services industry continues to do poorly on our benchmarks for customer service quality.”
Washington Mutual earned “Cs” in both categories, while Citibank received a “C” for Caller Satisfaction and a “D” for Call Completion. Wells Fargo earned “Ds” in both areas. PayPal earned a “D” in Caller Satisfaction and a “C” in Call Completion.
The survey indicates that Wachovia would rank near the top in Caller Satisfaction and below the median in Call Completion. However, not enough data was gathered about Wachovia to issue the company letter grades.
Brian Solomon is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Brian Solomon’s columnist page.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.