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National Customer Service Survey, Banking Customer Service
2017 Executive Summary

Business Outcome Metrics for 2017The National Customer Service Survey (NCSS) has been tracking the customer service performance of large consumer banks since 2011, and has interviewed over 5,000 customers of Bank of America, Chase, Citi, and Wells Fargo.

This executive summary includes tracking data on nine different metrics for the four banks in the survey going back to 2014. In the past year Citi has recovered its scores significantly after seeing large declines from 2014 - 2015, while Bank of America's survey scores dropped considerably since 2015. Wells Fargo leads in many key metrics, and Chase has seen a drop-off in the past year.