Virgin Money

Financial Services in the UK

Back to rankings

Virgin Money overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Virgin Money has been caught. The brand’s Overall Effort Score remains flat wave on wave, but as Royal Bank of Scotland added +4 to its score, the brand now shares 14th spot.

Three of the component pillars have also seen +1 gains this wave, with only Style of Communication remaining flat, presenting the brand with an area of opportunity to shake RBS off next wave.

In March, Virgin Money announced it had partnered with Mastercard for its open banking technology, enabling customers to view balances and transactions from other banks on the brand’s app.

Financial service providers are seizing the opportunities within AI to improve their Customer Effort score, but this is not without its challenges. Earlier this year, Virgin Money landed itself some bemusing headlines after its chatbot scolded a customer seemingly for using the word ‘virgin’.

Not exactly the definition of a smooth interaction!

Style of Communication

last quarter

52% say the politeness of their customer service agents is 'excellent'

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

47% rate the expertise of the customer service agent as 'excellent'

48% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

50% say the way they understood their needs was 'excellent'

41% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% 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"

42% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'