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Financial Services in the UK

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Metro Bank Logo
Metro Bank overall Effort Score
Black Star 1

54

VS

Black Star 2

49

last Quarter

Sector Effort Score benchmark
Black Star 3

63

VS

Black Star 4

60

last Quarter

Brand analysis

A +5 rise in Overall Effort Score isn’t quite enough to shift Metro Bank from the bottom place in the Financial Services in the UK table, where it has ranked for three straight quarters now.

The brand has no doubt had a positive three months in Customer Effort. It has improved its scores in all four pillars wave on wave, with the biggest growth seen in ‘Style of Communication’ where it added +6 points.

‘Speed of Resolving Problems’, which added +3 points wave on wave, may be where the brand should place its Customer Effort focus. Metro should aim to improve the percentage of customers who highly rate the ability to speak to a customer service agent that can help them with their query.

Or could new consumer messaging the answer? Metro recently launched a new campaign with the streamline ‘This is Relationship Banking’. Will this help customers see the bank in a new light? Time, and the Customer Effort Index, will tell.

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Style of Communication
63

vs

57

last quarter

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

43% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

 
Knowledge & Expertise
54

vs

48

last quarter

39% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
53

vs

48

last quarter

40% rate this brand as 'good' for how they made them feel valued/important as a customer

38% say the range of solutions or options that were suitable was "excellent"

42% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
49

vs

46

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% say they made it ‘very easy’ to achieve what they set out to do