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Natwest

  Financial Services in the UK

Natwest overall Effort Score: 59 Natwest vs 58 Natwest last quarter
Sector Effort Score benchmark: 60 Natwest vs 58 Natwest last quarter

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.

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Customer Effort in detail

Style of Communication 67 vs 67 last quarter

54% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 58 vs 57 last quarter

46% rate the expertise of the customer service agent as 'excellent'

46% 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'

Understanding & Valuing the Customer 61 vs 61 last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the range of solutions or options that were suitable was "excellent"

62% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 55 last quarter

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

48% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.