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 is a great case study for gradual, incremental and effective Customer Effort performance.

The brand has improved its Overall Effort Score for four straight quarters. In Q2 2024 it had a score of 60, it’s now on 67.

All four pillars increased wave on wave, with Valuing the Customer the main driver, up +2 on its Q1 2025 level, with 66% of its UK customers saying they were 'very satisfied' with the outcome of their communication or contact

Our results are supported by research on Statista that ranks Starling as the number one for customer satisfaction. Stay tuned to future Customer Effort Index waves to find out where the brand can go from here.

Style of Communication

last quarter

61% say the politeness of their customer service agents is 'excellent'

55% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

53% rate the expertise of the customer service agent as 'excellent'

53% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

49% say the way they understood their needs was 'excellent'

49% say the range of solutions or options that were suitable was "excellent"

66% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

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

52% 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% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'