Halifax (part of LBG)

Financial Services in the UK

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Halifax (part of LBG) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Halifax has added another +1 point to its Overall Effort Score, rising to a score of 63, and marking three straight quarters of growth.

The company now sits at joint ninth alongside Sainsbury’s Bank, Monzo and Natwest.

Three of the four component pillars are up wave on wave. Style of Communication is up by +2, while Knowledge & Expertise and Speed of Resolving Problems is up by +1.

Halifax’s score in Valuing the Customer has taken a hit this quarter, dropping by -1 wave on wave. However, 63% of customers still report they were “very satisfied” with the outcome of their communication or contact.

Style of Communication

last quarter

51% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

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

45% say the range of solutions or options that were suitable was "excellent"

63% 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'

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"

45% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'