Lloyds Bank (part of LBG)

Financial Services in the UK

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Lloyds Bank (part of LBG) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Lloyds remains in third in the Financial Services in the UK table for the third consecutive quarter and has added +2 to its Overall Effort Score.

Digging into the pillars, the brand has increased three of the four pillars wave on wave with ‘Speed of Resolving Problems’ and ‘Valuing the Customer’ adding +2 and ‘Style of Communication’ adding +1.

‘Knowledge & Expertise’ has remained flat this wave and is therefore the one we’d advise the brand to watch. Ensuring details are explained to customers is a great way to improve the score next time.

Style of Communication

last quarter

55% 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

50% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

49% say the way they understood their needs was 'excellent'

65% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% 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"

58% say they made it ‘very easy’ to achieve what they set out to do