A report just released by Charlotte-based Stratifyd spots key trends in a dramatically increasing number of consumer complaints about financial services during the COVID-19 pandemic.
Stratifyd, an AI-powered customer data analytics company, is headed by Derek Wang, Ph.D., Computer Science, 2011, the company’s founder and CEO. Wang is also a professor of Computer Science at UNC Charlotte.
Stratifyd’s 2020 FinServe Customer Experience Report used artificial intelligence to analyze almost a half-million consumer complaints about their experiences with financial services firms. Key findings in the report appeared in MarTech Series, an online marketing technology news resource. They included:
- Consumers felt credit reporting agencies failed to respond to fraud cases in a timely manner
- Credit card companies were seen as lacking empathy about pandemic-driven financial burdens
- Reports of online scams and unauthorized charges increased dramatically as use of digital payment platforms soared
According to the Report, complaints to the Consumer Financial Protection Bureau in 2020 grew 58% year-over-year.
Read more at MarTech Series.