Barclays - Nice

Financial Services in the UK

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Barclays overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Barclays has broken into the top three in the Financial Services in the UK table for the first time ever this wave – a great result for the UK’s second biggest bank.

The brand has increased its Overall Effort Score by +3 wave on wave, which has propelled it from sixth last wave to third in Q2 2025.

Positive results are also seen in all four of the component pillars, with Knowledge & Expertise and Valuing the Customer up by +4 and Style of Communication and Speed of Resolving Problems up by +2.

Style of Communication

last quarter

55% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

52% rate the expertise of the customer service agent as 'excellent'

52% say the way details were clearly explained to them was 'excellent'

53% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

53% say the way they understood their needs was 'excellent'

49% say the range of solutions or options that were suitable was "excellent"

69% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

48% rate how easy it was to find the information they wanted on the website/app as 'excellent'

52% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

60% say they made it ?very easy? to achieve what they set out to do