Sainsbury's Bank

Financial Services in the UK

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Sainsbury's Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Sainsbury’s Bank is certainly one of the ones to watch towards the tail of the Financial Services in the UK table.

The brand has added another +3 to its Overall Effort Score wave on wave, with three of four component pillars in growth too. Valuing the Customer is up by +4, Knowledge & Expertise by +3 and Speed of Resolving Problems up by +2.

Style of Communication has lost -1 point wave on wave. We’d advise Sainsbury’s to make more languages available to customers to boost this score.

In May, Natwest began taking on millions of Sainsbury’s Bank customers in a transfer that will be completed by the end of the year. How well the brand communicates any changes to customers will decide its performance in the Customer Effort Index in the two remaining waves of 2025.

Style of Communication

last quarter

50% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

51% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

54% say the way they understood their needs was 'excellent'

53% say the range of solutions or options that were suitable was "excellent"

63% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

51% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

56% say they made it ?very easy? to achieve what they set out to do