Brand analysis
Bank of Scotland is one of the brands to watch in the Financial Services in the UK table this quarter.
Adding +3 to its Overall Effort Score, the brand has surged up the table, now sitting at joint-fourth alongside fellow LBG brand – Lloyds.
The component pillars tell a similarly impressive story – all four are up on their Q2 numbers. Knowledge & Expertise and Style of Communication are up by +4, while Valuing the Customer and Speed of Resolving Problems are both up by +1.
In January, LBG 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? The CEI is starting to suggest so.
