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Barclays

  Financial Services in the UK

Barclays overall Effort Score: 62 Barclays vs 59 Barclays last quarter
Sector Effort Score benchmark: 60 Barclays vs 58 Barclays last quarter

It’s easy to see why Barclays has gone up four positions in the UK Financial Services rankings to joint 3rd this wave, after score increases in all four pillars.

One of the biggest jumps to note is its Knowledge & Expertise pillar, which has gone up +3 points to 62. Analysing the areas in which the pillar is ranked against, there was a 3ppt increase in Barclays customers to 46% who said the expertise of the customer service agent was ‘excellent’.

Similarly, 45% of its customers said the way details were explained to them was also ‘excellent’.

Style of Communication is now 66, up from 64. More than half of Barclays customers (51%) highly commended the Bank for communicating with them in other languages, if their preferred language wasn’t English.

Both Speed of Resolving Problems and Valuing the Customer increased +4 points to 59 and 63 respectively. These score increases saw Barclays Overall Effort Score to increase from 59 to 62.

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Customer Effort in detail

Style of Communication 66 vs 64 last quarter

48% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 62 vs 59 last quarter

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

45% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 63 vs 59 last quarter

44% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

40% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 59 vs 55 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

51% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.