Starling Bank

Financial Services in the UK

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Starling Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Starling’s Overall Effort Score remains flat wave on wave – and its one pillar that is particularly dragging down its performance.

The result is that it has fallen from fourth in Q2 2025 to joint-sixth. The Financial Services in the UK table is fiercely competitive – with standards constantly being raised.

Looking at Starling’s component pillars. Valuing the Customer has remained flat, while Style of Communication and Speed of Resolving Problems are up by +1.

Knowledge & Expertise are where Starling’s focus should be, however. Its score here has dropped by -2 vs Q2 2025.

Style of Communication

last quarter

56% say the politeness of their customer service agents is 'excellent'

59% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

52% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the way they understood their needs was 'excellent'

48% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

52% rate how easy it was to find the information they wanted on the website/app as 'excellent'

51% 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"

53% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'