HSBC - Nice

Financial Services in the UK

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HSBC overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

HSBC has added +1 to its Overall Effort Score this wave to take joint sixth alongside Bank of Scotland, which has tumbled from joint fourth last wave.

At 65, the score marks HSBC’s highest ever recorded by the Customer Effort Index – a great achievement.

A look at the component pillars reveals modest gains across three of the four – Knowledge & Expertise, Style of Communication and Speed of Resolving Problems are all up by +1 vs last wave, while Valuing the Customer is up by +2.

Earlier this year, HSBC revealed how it was deploying gen AI initiatives to drive consumer engagement, improve efficiencies in onboarding and protect against cyber crime. We’re yet to really see boosts in Customer Effort Score in the UK results yet, but we will be watching out for this in future waves.

Style of Communication

last quarter

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

53% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

46% rate the expertise of the customer service agent as 'excellent'

47% 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'

Valuing the Customer

last quarter

46% say the way they understood their needs was 'excellent'

44% 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

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

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

57% say they made it ?very easy? to achieve what they set out to do