Skip to Content

Financial Services in the UK

Back to rankings

Back to rankings
Sainsburs Bank Logo
Vodafone overall Effect Score
Black Star 1

60

VS

Black Star 2

57

last Quarter

Sector Effort Score benchmark
Black Star 3

63

VS

Black Star 4

60

last Quarter

Brand analysis

Sainsbury’s Bank has added +3 to its Overall Effort Score and ranks joint 12th in this wave of the Customer Effort Index, sharing the position with Revolut.

Diving into the pillars, the brand has had a great quarter across the board, increasing scores in all four. ‘Valuing the Customer’ was the standout performance, increasing wave on wave by +4. ‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’ added +3 while ‘Style of Communication’ added +2.

Our advice to Sainsbury’s Bank is to focus on being able to communicate with customers in their chosen language other than English, as that question is dragging down its ‘Style of Communication’ result.

However, it’s unclear what might happen to the brand in the longterm as Natwest is expected to take on one million customer accounts when the sale of Sainsbury’s Bank goes through - expected to be in the first half of 2025, according to Which?.

The CEI will continue to monitor what effect this is having on customer service at Sainsbury’s Bank.

Filters

Filter
Show
 
Style of Communication
64

vs

62

last quarter

45% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

 
Knowledge & Expertise
59

vs

56

last quarter

46% rate the expertise of the customer service agent as 'excellent'

45% say the way details were clearly explained to them was 'good'

42% rate how well the customer service agent understood their particular problem or question as 'good'

 
Undertanding & Valuing the Customer
62

vs

58

last quarter

38% rate this brand as 'good' for how they made them feel valued/important as a customer

40% say the range of solutions or options that were suitable was "excellent"

51% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
61

vs

58

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

48% say they made it ‘very easy’ to achieve what they set out to do