Halifax (part of LBG)

Financial Services in the UK

Back to rankings

Halifax (part of LBG) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

A +3 increase to its ‘Valuing the Customer’ score has resulted in a +2 Overall Effort Score increase for Halifax this quarter.

It’s a positive result that sees the brand now rank in joint-10th alongside Natwest.

Elsewhere, Halifax’s ‘Knowledge & Expertise’ score has gone up by +2. ‘Speed of Resolving Problems’ has increased by +1, while ‘Style of Communication’ has remained at 66 – the same as last wave. Increasing the percentage of customers who rate the politeness of its customer service agents as ‘excellent’ will improve this next time.

Style of Communication

last quarter

52% 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

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

43% say the way details were clearly explained to them was 'excellent'

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

Undertanding & 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 way they understood their needs was 'excellent'

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

47% 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"

55% say they made it ‘very easy’ to achieve what they set out to do