Financial Services in the UK
Revolut continues its slow progress with a solid +4 growth in its Overall Customer Effort score to 55, however, the company still finds itself near the bottom of UK financial services rankings in 13th.
It experienced solid growth across all four pillars this quarter, with Valuing the Customer going up by +5 points to 56 after more than half (52%) said they were 'very satisfied' with the outcome of their communication or contact. Speed of Resolving Problems, meanwhile, grew by +4 points to 52 vs 48 last quarter.
However, Revolut was recently named in more fraud complaints than any major UK bank last year, with some customers saying they were not protected when targeted by scammers. This is a story that continues to develop and may effect the company's score in the next quarter, but not if it can communicate effectively.
Customer Effort in detail
Style of Communication
58 vs 56 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 and Expertise
53 vs 50 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'
Understanding & Valuing the Customer
56 vs 51 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
52 vs 48 last quarter
42% rate how easy it was to find the information they wanted on the website/app as 'excellent'
38% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"