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

There’s little movement for Lloyds this wave as the brand adds +1 to its Overall Effort Score to remain at fourth.

Its score in Style of Communication has remained flat, while Knowledge & Expertise and Valuing the Customer add +1. Speed of Resolving Problems is the standout-performer this wave, adding +2.

Lloyds recently partnered with Microsoft Power Apps, to improve communication with non-English speaking customers, developing the Branch Translation App using Microsoft Power Apps and Azure AI Services. Considering 52% rate the ability to communicate with them in their chosen language (other than English) as 'excellent', this is a strategy that is clearly paying off.

Style of Communication

last quarter

56% 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

53% rate the expertise of the customer service agent as 'excellent'

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

54% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

49% 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'

70% 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'

50% 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