70
VS
68
last Quarter
65
VS
64
last Quarter
With an Overall Effort Score of 70, Barclays is posting its largest ever score recorded in the Customer Effort Index’s two-year history.
The brand has added +2 to its Overall Effort Score wave on wave, bored by success in each of the four pillars. All four have also advanced their scores by +2 vs Q2 2025.
Filters
vs
70last quarter
57% say the politeness of their customer service agents is 'excellent'
55% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
68last quarter
55% rate the expertise of the customer service agent as 'excellent'
53% say the way details were clearly explained to them was 'excellent'
54% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
70last quarter
55% say the way they understood their needs was 'excellent'
51% say the range of solutions or options that were suitable was "excellent"
72% say they were 'very satisfied' with the outcome of their communication or contact
vs
66last quarter
51% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
52% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
62% say they made it ‘very easy’ to achieve what they set out to do
