56
VS
58
last Quarter
64
VS
63
last Quarter
Royal Bank of Scotland has sunk to the bottom of the table, now at joint 15th alongside Metro, and has been overtaken by Virgin Money.
The brand’s Overall Effort Score has dropped by -2 points wave on wave, underlined by losses in three of the four component pillars.
Valuing the Customer is down by -4, Knowledge & Expertise by -3 and Speed of Resolving Problems by -2.
Filters
vs
62last quarter
47% say the politeness of their customer service agents is 'excellent'
50% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
vs
56last quarter
41% rate the expertise of the customer service agent as 'excellent'
38% 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 'good'
vs
60last quarter
43% say the way they understood their needs was 'excellent'
41% 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
vs
55last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'excellent'
46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
52% say they made it ?very easy? to achieve what they set out to do
