The American Customer Satisfaction Index 
(ACSI), one of the most highly regarded independent measures of how satisfied U.S. customers are with the quality of consumer goods and services, has announced that Wachovia is #1 in its 2008 survey of customer satisfaction amongst financial services companies. This marks the 8th consecutive year that Wachovia has held ACSI’s top spot!
The recognition from you, our customers, is a testament to the dedication and hard work of my colleagues in 2008, who continued to provide great service to our customers during a challenging year for our economy and company.
Many of you have commented on our blog and voiced your hopes that the integration of our two companies will not impact Wachovia’s award-winning commitment to customer service. Well, now that Wells Fargo and Wachovia have joined together, there are 281,000 employees in your communities across the country leveraging the best-in-class approach that has led Wachovia to the top of ACSI’s rankings for the entire 21st Century.
Think about that: 281,000 people committed to continuing our focus on delivering outstanding service to our customers. That’s bigger than the population of 46 countries!
So a big “Thank you!” to all of our great customers for helping make Wachovia #1 in customer satisfaction again this year. We really look forward to the challenge of meeting – and exceeding – your service expectations and topping the 2009 ACSI survey as the new Wells Fargo.
I wish they would have asked me. I am none too happy with Wachovia. They ran my direct deposit at 11:15pm central, removed it quite a few hours later, ran a check, charged me an overdraft fee of $70 to cover the check and took money from Way2Save, then threw my direct deposit back into the account. I watch my account like a hawk and knew that my direct deposit was hard-posted at 11:15 PM Thursday and there was no check. Yes, the check itself was my error, but at the same time it is Wachovia's error for not processing it on the date they said they did.
I'm excited for the merger and finally getting access to Visa PayWave but I'm not going to fight them with the Missouri Dept of Finance, the FTC, or other legal means. I'll just leave and take my business elsewhere.
I am a Wachovia employee and I wanted to say how proud I am to be able to say that! We did have tremendous pressure during the last quarter of the year but we continued to operate under "business as usual" and it shows in these results. Our"usual" is to provide excellent customer service. As employees we truly care about our customers and try to convey that with every call. I hope Wells Fargo sees the type of employees we are and considers that when the merger is complete.
I have questions about re-structuring my mortgage and have not received any kind of intelligent answers from customer service. I am a good and steady customer. Who can I turn to who has some authority?
I must say I am rather impressed with Wachovia's customer service in their call center department. They all are very friendly and courteous and value their jobs. I am greatly thankful that they work in the US and not some where else in the world. I have been a Wells Fargo customer in the past and their employees need some *SPARK* like what Wachovia employees have. Most of Wells Fargo call center employees act like they dont even want to be there to answer my call or anyone elses for that matter. I hope Wells Fargo doesnt drive Wachovia's friendly and courteous attitude down the drain. Instead I hope they learn and take on Wachovia's customer service attitude. Don't get me wrong about Wells Fargo. I am delighted about the merger.
I thought that this is supposed to be a positive blog. I've had problems with mistakes in my account, and the bank has fixed them. I say Wachovia only deserves congratulations. It's amazing that the employees can keep doing so well under such stressful conditions. I just hope Wells Fargo will integrate Wachovia's methods of customer service while adapting their culture at the same time.
I would like to see an estimated time line with the merger between Wachovia and Wells Fargo.
I am curious because I bank with Wachovia but I don't have a branch close to me but there is a Wells Fargo branch right down the street. If you could please give me an idea on the length of this process. Thank You.
I saw Wachovia Securities was fined (again) by its regulatory body for unethical behavior in selling mutual funds. Nothing surprising...a search of Google shows them being fined just about every year for something they did. I hope Wells Fargo conducts ethics training for Wachovia employees.
Hey Matt, this is truly a spectacular an acheivement! Wachovia is the best bank to be with! Other than this blog, I didn't find anything mentioned on the Wells Fargo Press Release page, nor on Wachovia's website. I certainly hope that the culture of Wachovia is the surviving culture in this combination.
@ Shane Davidson, in response to your post on Feb. 18, a complete timeline of when bank branches convert is not finalized. As soon as that schedule is available, we will post it.
Hi Matt, I read Mr. Stumpf comment in an interview that the Wachovia name may perhaps have a place in the combined company. I was wondering if you know to what exent, and if that will be posted on the blog? As a Wachovia customer, I would really appreciate this. It would be a good way for Wells Fargo to do right by Wachovia customers who value the Wachovia legacy. Thanks.
Good to hear that Wachovia is one winning team in customer service so many times in a row! I better go to a Wachovia branch to make a payment to my student loan so I can experience that service first-hand.
I know Wells Fargo will learn to appreciate that culture and apply it throughout the company!
I'm an employee and would like to respond to James's post on 2/17/09. I fully understand your frustration regarding your direct deposit and would like to explain what occurred.
First, our account processing takes place each business night, between midnight ET and 7:30 a.m. ET the following morning. If you view your account online during this time frame, you will likely see items that "seem" to be hard-posted but are not. You can also see some items appear to be duplicated.
Secondly, although we may reflect a pending direct deposit online the night before it posts, the deposit does not become part of the account's available funds until the effective date and, therefore, is not available to pay items the night before.
This is why you saw your deposit at 11:15 CT, but the funds were not used to pay the check that caused your account to become overdrawn.
I hope this was helpful information that can help you and other customers in the future.
MODERATOR'S NOTE: The views expressed herein are those of the blogger alone and do not constitute an official position taken by Wells Fargo or Wachovia. Please see About This Blog for more information.