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.