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.