Let's face it, if your bank makes it hard for you to speak with a Customer Service Representative (CSR), it's because they don't really want to speak with you. The difference between some banks and bad plumbers is that instead of taking our business elsewhere, we lower our expectations and stay put. That's pretty dysfunctional.
So to help, we decided to measure how long it takes banks and credit unions to route us to a CSR. From March 3 to March 15, we called 75 banks, nine credit unions and five online banks each three times - in the morning, during lunch-time and at the end of the day. The result is "Time2Talk" (T2T) - the average time of these three phone calls. We learned that size matters (see Figures 1-1 and 1-2):
We've posted more detailed results and other information at Time2Talk.
Note: This is an analysis of our experience and your experiences may vary. We suggest you use T2T to help your decision process, but it shouldn't be your only criteria. For objective help finding a bank or credit union that suits you best, please visit FindABetterBank.
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