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Revolut

  Financial Services in the UK

Revolut overall Effort Score: 55 Revolut vs 51 Revolut last quarter
Sector Effort Score benchmark: 60 Revolut vs 58 Revolut last quarter

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. 

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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"

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.