Revolut - Nice

Financial Services in the UK

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Revolut overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Revolut has added +1 to its Overall Effort Score this wave but that has not been quite enough to overtake Santander. The brand remains at 13th in the Financial Services in the UK table.

There’s very little movement present in the pillars too. Both Knowledge & Expertise and Speed of Resolving Problems remain flat, while Style of Communication and Valuing the Customer are both up by +1.

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 pillar.

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.

The strategy appears to be working as far as Customer Effort is concerned. Looking at our component pillars, Style of Communication, Valuing the Customer and Speed of Resolving Problems are all up by +1.

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

47% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

43% say the way they understood their needs was 'excellent'

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

43% 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"

54% say they made it ‘very easy’ to achieve what they set out to do