Call center representatives get higher reviews from customers

Customers reported higher satisfaction with bank and credit union call representatives last year, according to the 2011 Prime Performance Customer Experience with Call Center Representatives Survey.

Customers reported higher satisfaction with bank and credit union call representatives last year, according to the 2011 Prime Performance Customer Experience with Call Center Representatives Survey.

The study showed that while credit unions and small banks still received the highest ratings, big banks are not far behind. The survey asked consumers about a recent experience with a call center representative and found that credit unions received an 83 percent overall satisfaction score. Small banks with fewer than 300 branches scored 79 percent.

Big banks with more than 300 branches ranked 66 percent, just below the industry average of 70 percent. Customers rank Chase highest with 62 percent, followed by Wells Fargo with 61 percent and Bank of America with 56 percent.

Customers are more satisfied with face to face customer service in all banks, while on the phone, satisfaction only rose for small banks a credit unions. The study also found that consumers' age and earnings played into the reviews. Customer satisfaction and loyalty of younger consumers, those who were born after 1980, only gained 5 percent. Seniors, customers who were born between 1965 and 1980, reported a 7 percent increase in ratings.