Financial Services in the UK
Despite maintaining its Overall Customer Effort Score of 63, the stronger performances of certain companies around it have dropped Santander to 5th position in the UK financial services rankings.
The UK bank's Style of Communication score have now reached an impressive 70 after a +1 increase this quarter, with 56% saying the politeness of their customer service agents is 'excellent'. 52% of those surveyed rated the ability to communicate with them in their chosen language (other than English) as ‘excellent’.
Santander's scores could have been impacted this wave as its banking app recently experienced an outage that left thousands of its customer unable to access their accounts. According to Down Detector, the problems affected customers across the UK. However, proactive communications from Santander and an apology appear to have left its Customer Effort scores comparatively unshaken.
Customer Effort in detail
Style of Communication
70 vs 69 last quarter
56% say the politeness of their customer service agents is 'excellent'
52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
63 vs 63 last quarter
52% rate the expertise of the customer service agent as 'excellent'
44% say the way details were clearly explained to them was 'excellent'
47% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
64 vs 63 last quarter
47% say the way they understood their needs was 'excellent'
43% say the range of solutions or options that were suitable was "excellent"
61% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
62 vs 62 last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
50% 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"