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

Bank of Scotland is having a fantastic run. In Q2 2024 the brand ranked seventh in the Financial Services in the UK table, it’s now joint-fourth alongside Starling.

The brand has seen wave-on-wave increases in all four pillars. ‘Speed of Resolving Problems’ and ‘Style of Communications’ are up +5, ‘Valuing the Customer’ is up +3 and ‘Knowledge & Expertise’ is up +2.

We’d advise the brand to focus on communicating that their customer service agents understand a customers’ particular problem to continue to climb higher in the ranks.

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

46% rate the expertise of the customer service agent as 'excellent'

47% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

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

49% say the way they understood their needs was 'excellent'

44% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% 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"

49% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'