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 had another great quarter in the Customer Effort Index, growing its Overall Effort Score by +2 to 67 – the highest score it has even seen since we began our records two years ago.

All pillars are up on last wave’s results too – with Speed of Resolving Problems the standout performer adding +3. It’s +2 apiece for Knowledge & Expertise and Valuing the Customer, and Style of Communication is up by +1.

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 now seeing boosts in its customer Effort Score results that may be reflective of this.

Style of Communication

last quarter

52% 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

49% rate the expertise of the customer service agent as 'excellent'

49% 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

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

70% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

50% rate how easy it was to find the information they wanted on the website/app as 'excellent'

51% 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"

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