A +3 point increase in Speed of Resolving Problems this quarter has meant Natwest’s Overall Effort score has seen a +1 point boost to 58 wave on wave.
More specifically, there was a significant +5ppt increase in Natwest customers who rated the company as ‘excellent’ for achieving what they set out to do, resolving their issue with the first agent they spoke to.
There was a similar boost in customers not being left ‘on hold’ for a long period, too, as 43% rated it as ‘excellent’, up from 39% last quarter.
Its Knowledge & Expertise score also went from 57 to 58 this wave. Two per cent more of Natwest customers rated the brand highly for clearly explaining details to them, growing from 44% to 46%.
An area of focus for the company, however, is the expertise/knowledge ability of its customer service agents, as this declined -2ppt to 46% from 48%.
Both Style of Communication and Valuing the Customer had the same scores wave on wave.