Bank of Scotland (part of LBG)

Financial Services in the UK

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Bank of Scotland (part of LBG) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It appears the Bank of Scotland’s impressive run of growth in the Financial Services in the UK table has paused for this wave.

The company ranked joint second in Q4 2024 but has steadily fallen down the table in the first half of 2025. It now sits at joint sixth alongside HSBC.

Looking at the component pillars, Style of Communication and Speed of Resolving Problems are down by -1, Knowledge & Expertise remains flat and Valuing the Customer has dropped by -3 points.

We’d advise Bank of Scotland to diversify the range of solutions for customers to improve its scores in this metric.

In January, Bank of Scotland owner, Lloyds Banking Group revealed it is combating the closures of branches by enabling customers to access services across all subsidiaries, including Bank of Scotland, Halifax and Lloyds. Is this resulting in more flexibility for customers or is this making the company harder to do business with as staff grapple with more products and services to understand? The Customer Effort Index suggests the latter.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

57% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

49% rate the expertise of the customer service agent as 'excellent'

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the range of solutions or options that were suitable was "excellent"

63% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

52% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

47% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'