Metro Bank - Nice

Financial Services in the UK

Back to rankings

Metro Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Metro Bank marks another quarter at the tail end of the Financial Services in the UK table.

However, for the first time ever – it has caught up with the brand in the position above, after adding +2 to its Overall Effort Score wave on wave.

The rise has been prompted by growth in two of the component pillars – Valuing the Customer is up by +5 and Knowledge & Expertise by +3 – two brilliant results for the brand.

Style of Communication and Speed of Resolving Problems remain flat wave on wave.

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.

Style of Communication

last quarter

44% say the politeness of their customer service agents is 'excellent'

41% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

43% rate the expertise of the customer service agent as 'good'

39% say the way details were clearly explained to them was 'good'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

43% say the way they understood their needs was 'excellent'

43% say the range of solutions or options that were suitable was "excellent"

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% say they made it ?very easy? to achieve what they set out to do