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Financial Services in the UK

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Revolut Logo
Revolut overall Effort Score
Black Star 1

60

VS

Black Star 2

55

last Quarter

Sector Effort Score benchmark
Black Star 3

63

VS

Black Star 4

60

last Quarter

Brand analysis

Something very interesting is happening with Revolut.

The brand started 2024 in bottom position in the Financial Services in the UK table. This changed in Q3 2024 when it overtook Metro Bank. In Q4 it outstripped RBS and tied with Virgin Money.

It is starting 2025 in 12th place.

The graph below shows a brand that is making consistent and incremental improvements to all areas of Customer Effort. All four pillars have grown for two straight quarters now and the growth is only ramping up.

‘Speed of Resolving Problems’ is up +7 wave on wave and ‘Knowledge & Expertise’ is up +5. ‘Valuing the Customer’ and ‘Style of Communication’ have grown by +4 points apiece.

Last year, Revolut launched a number of products to UK customers including its RevPoints loyalty scheme, eSIM service for travel and Mobile Wallets, which allow for faster transfers. This breadth of solutions goes some way to explaining the increasing scores we’ve seen for our ‘Valuing the customer’ question – ‘How would you rate the range of solutions that were suitable?’ For Revolut, 40% of its customer say ‘Excellent’.

The brand has faced some negative headlines around fraud in recent months, which it has responded to with the launch of ’in-app calls’

The brand has big plans for customer service in 2025. Revolut has announced a new AI-powered assistant to better support customers. “Revolut’s financial companion will adapt to customers' needs and preferences in-app, guiding them towards smarter money habits, enhanced financial decision-making and streamlined admin,” promises a press release.

Will we see these innovations continue to drive Customer Effort? Stay tuned to the CEI to find out. 

 

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Style of Communication
62

vs

58

last quarter

46% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
58

vs

53

last quarter

40% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

37% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
60

vs

56

last quarter

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

40% say the range of solutions or options that were suitable was "excellent"

52% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
59

vs

52

last quarter

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

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

45% say they made it ‘very easy’ to achieve what they set out to do