60
VS
56
last Quarter
65
VS
64
last Quarter
Royal Bank of Scotland is on the up. Adding +2 to its Overall Effort Score, the brand has never posted a higher figure in two years of running the Customer Effort Index.
The brand has double the cause for celebration this wave as it moves out of last place, now sitting alongside Virgin Money in joint 14th.
Filters
vs
62last quarter
52% say the politeness of their customer service agents is 'excellent'
58% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
53last quarter
46% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'excellent'
45% rate how well the customer service agent understood their particular problem or question as 'good'
vs
56last quarter
38% rate this brand as 'excellent' for how they made them feel valued/important as a customer
44% say the way they understood their needs was 'excellent'
65% say they were 'very satisfied' with the outcome of their communication or contact
vs
53last quarter
43% rate how easy it was to find the information they wanted on the website/app as 'excellent'
45% 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
