65
VS
62
last Quarter
63
VS
60
last Quarter
Barclays has enjoyed three quarters of consistent Overall Effort Score growth.
In Q2 2024 its score was 57 – it is now 65. All four pillars have increased wave on wave, with particular rises recorded in ‘Speed of Resolving Problems’ and ‘Valuing the Customer’ – both up +3.
We would recommend Barclays focuses on improving the percentage of customers that highly rank the way its agents understood their particular problem to continue to climb the Financial Services in the UK table.
Filters
vs
66last 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’
vs
62last 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'
vs
63last 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"
vs
59last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
46% 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"
46% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'
