Chime® is a financial technology company, not a bank. Banking services, credit, and debit card provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

Upholding the Chime “Best-in-Class” Standard

Janelle Sallenave • May 7, 2024

At Chime, we are truly member-obsessed. Our business thrives only when our members thrive – and we constantly invest in capabilities and refine our processes to make sure we’re providing best-in-class service to our members. For Chimers, that means not only always working to deliver a better member experience but also raising the bar on banking customer service standards for the benefit of all consumers.

 

A few months ago, I shared some of the work my team is doing to continue enhancing our member support initiatives and fostering trust and safety on our platform. I’m excited to share more updates on how we continue to improve and innovate to provide the best customer service for our members. 

 

Chime has recently implemented even more industry-leading technology tools to help improve customer service agent effectiveness and streamline our processes. These tools, coupled with existing initiatives like agent training, member self-service, and others, are already resulting in tangible improvements. A few highlights:

 

  • First, our first contact resolution has improved significantly. Chime support focuses on enabling a member to receive a resolution to their contact in as few touch points as possible. To achieve this, we simplified our agent processes to reduce unnecessary transfers. Now, 70% of our member inquiries are resolved successfully without the need for a call transfer or a repeat contact. That’s up from 52% year-over-year.
  • Second, we’ve been able to resolve more complex member issues more quickly. On average, we’re resolving these matters about 23% faster today than we were just a few months ago.
  • Third, we’re improving and reducing friction in the end-to-end member experience. Overall complaints are down more than 10% in just the last quarter, and we have reduced our live agent contact rate by 15% year over year.

 

As we continue to innovate, we are putting our members first in everything we do –  and that member-first mission is being recognized. A recent study from Bain & Company examined our net promoter score (NPS) – a widely accepted industry standard for measuring customer sentiment and loyalty – and found Chime performing incredibly well against 40 of our competitors, including traditional banks, credit unions, financial technology companies, and digital banking providers.

 

When it comes to the most critical customer experiences in banking, Chime was a top performer across all categories, including issue resolution and account management. These rankings are consistent with our NPS scores vs. most traditional banks’ scores, with Chime performing 10 points above the national bank average, and generally above the digital bank average, too.

 

Additionally, in 2023, Chime was honored with numerous industry accolades and recognition for our outstanding customer-centric approach. We’re especially proud to be named one of the top four companies in online banking for customer service in Newsweek®’s “America’s Best Customer Service” rankings.

 

  • Newsweek’s Recognition for Customer Service
    • August 30, 2023: Newsweek ranked Chime in the 4th position for online banking customer service, an honor we share with other renowned brands like Apple®, Hilton®, and Hulu®. We feel this recognition underscores our unwavering focus on providing outstanding customer service and building trust with our members. We are continuously investing in more sophisticated support resources—like employing industry-leading threat intelligence capabilities and increasing the size of our member services team—to ensure we can provide the strongest protections and best service. 
  • Investor’s Business Daily’s Most Trusted Financial Companies
    • September 25, 2023: Our commitment to being a trusted financial partner to our members was reaffirmed when Investor’s Business Daily® published its fourth annual list of the Most Trusted Financial Companies. Based on a June-July survey, we were ranked third, after Schwab Bank® and U.S. Bank®. The survey also highlighted our second-place rankings for quality, customer service, and prices.
  • American Banker’s Reputation Survey
    • September 5, 2023: In early September, American Banker’s annual reputation survey revealed that public perception of traditional banks took a hit. However, Chime was among the non-traditional banking services that saw the highest level of customer confidence. 
  • PYMNTS Leading Provider of Personal Finance Apps
    • October 16, 2023: Chime has been ranked as the leading provider of personal finance apps for the fifth consecutive time by PYMNTS®. This recognition reflects our consistent dedication to providing an innovative and user-friendly financial app to help our members.

 

We’re eager to keep delivering for our members and raising the bar for what it means to provide best-in-class service in the industry. I look forward to sharing additional updates in the future on our latest innovations and the great progress we continue to make!

Chime® is a financial technology company, not a bank. Banking services are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. The Chime Visa® Debit Card and the Chime Credit Builder Visa® Credit Card are issued by The Bancorp Bank, N.A. or Stride Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit and credit cards are accepted. Please see the back of your Card for its issuing bank.

While Chime doesn’t issue personal checkbooks to write checks, Chime Checkbook gives you the freedom to send checks to anyone, anytime, from anywhere. See your issuing bank’s Deposit Account Agreement for full Chime Checkbook details.

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