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Bank of America and PayPal On Top in VocaLabs Study of Customer Service
Vocal Laboratories Inc. today announced the results of its ninth quarterly SectorPulse study on the quality of telephone based customer service among large financial services companies for the six months ending June 2007. This study focused on Washington Mutual (NYSE:WM), Bank of America (NYSE:BAC), Wells Fargo (NYSE:WFC), Citibank (NYSE:C), e-Bay subsidiary PayPal (NASDAQ:EBAY), and Wachovia (NYSE:WB).
Bank of America and PayPal tied this quarter with "C’s" in Caller Satisfaction, and "B’s" in Call Completion, the percent of customers able to complete their business with a single phone call.
Citibank and Washington Mutual both earned "C's" in Caller Satisfaction and "D's" in Call Completion.
The survey data indicates that Wachovia would rank near the top in Caller Satisfaction and near the bottom in Call Completion, but there was not enough data about Wachovia to issue the company letter grades.
VocaLabs CEO Peter Leppik comments: "Our survey results this quarter were similar to what we saw in our last report. We continue to see customer complaints about how hard it can be to reach a live agent, and that the self-service phone options are difficult to use."
