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.