58
VS
56
last Quarter
65
VS
64
last Quarter
Metro Bank remains at the tail-end of the table, but there are reasons for optimism.
The brand has added +2 to its Overall Effort Score this wave, now sitting just two points behind Virgin Money and RBS at joint-15th.
With an Overall Effort Score of 58, Metro’s score has never been this high in two years of Customer Effort Index.
Metro recently launched a new campaign with the streamline ‘This is Relationship Banking’, which may be prompting customers see the bank in a new light.
Filters
vs
63last quarter
45% say the politeness of their customer service agents is 'good'
43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
57last quarter
45% rate the expertise of the customer service agent as 'good'
42% 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'
vs
58last quarter
39% rate this brand as 'excellent' for how they made them feel valued/important as a customer
45% say the way they understood their needs was 'excellent'
61% say they were 'very satisfied' with the outcome of their communication or contact
vs
49last quarter
45% rate how easy it was to find the information they wanted on the website/app as 'excellent'
47% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"
45% say they made it ‘very easy’ to achieve what they set out to do
