Bank of America and PayPal On Top in VocaLabs Study of Customer Service.MINNEAPOLIS -- Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its ninth quarterly SectorPulse study on the quality of telephone based customer service among large financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. companies for the six months ending June 2007. This study focused on Washington Mutual (NYSE NYSE See: New York Stock Exchange :WM), Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. (NYSE:BAC BAC abbr. blood alcohol concentration ), Wells Fargo (NYSE:WFC WFC Wi-Fi Connection (Nintendo gaming service) WFC Wide-Field Camera WFC World Financial Center (New York) WFC Workforce Center WFC World Federation of Chiropractic WFC World Food Council ), Citibank (NYSE:C), e-Bay subsidiary PayPal (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :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. Wells Fargo earned a "D" in Caller Satisfaction and a "C" 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 (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. 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." To learn more about VocaLabs services, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact VocaLabs at sales@vocalabs.com, 952-941-6580. About SectorPulse VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. VocaLabs consumer panelists who are customers of one of the companies included in this report are asked to participate by completing surveys before and after a call to their service provider. About Vocal Laboratories Vocal Laboratories is a survey and professional services company specializing in collecting customer feedback about customer service quality. VocaLabs has won numerous industry awards for its innovative survey techniques for delivering timely, accurate, and actionable data in the call center. |
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