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US, UK & Australia Financial Services

Sector average score

Sector Score

60

Knowledge & Expertise

62

Style of Communication

63

Speed of Resolving Problems

61

Valuing the Customer

63

The notable shift in the rankings recorded last wave continues as UK financial institutions best those in the US for the second straight quarter. A particularly strong performance from Nationwide, which tops the UK charts with the highest score across in this industry across all territories, has given the edge. 

Rankings

The Rankings

Performance Tracker

Performance Tracker

Rank

1

Knowledge & Expertise

62

Style of communication

69

Speed of resolving problems

58

Valuing the customer

62

2

Knowledge & Expertise

59

Style of communication

63

Speed of resolving problems

56

Valuing the customer

61

3

Knowledge & Expertise

53

Style of communication

59

Speed of resolving problems

48

Valuing the customer

56

Region

UK

UK

US

US

AU

AU

Effort

i

X

Effort

The Overall Effort Score is calculated using modelling on the results recorded in each of the four pillars

62

60

53

Arrow

Score Breakdown

Knowledge & Expertise

i

X

Knowledge & Expertise

Having knowledgable customer service agents that can clearly explain details to customers impacts the score in the ‘Knowledge & Expertise’ pillar

62

59

53

Style of Commun-
ication

i

X

Style of Communication

How polite customer service staff are and whether they can communicate in a customers’ chosen language contribute to ‘Style of Communication’ 

69

63

59

Speed of Resolving Problems

i

X

Speed of Resolving Problems

A quick resolution and short holding times ensure a strong ‘Speed Solving the Problem’ score

58

56

48

Valuing the Customer

i

X

Valuing the Customer

Companies that make their customers feel valued and understand their needs perform well in the ‘Understanding & Valuing the Customer’ pillar

62

61

56

NPS

i

X

NPS

NPS scores can be used to compare and contrast with Effort for an additional perspective

-1

7

38

+

+

+

pc

The Performance Tracker was designed for viewing on larger screens. Please revert to desktop viewing for optimal user experience.

How to use the Customer Effort Index

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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