Virgin Money

Financial Services in the UK

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Virgin Money overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Virgin Money is on the up, completing another straight quarter of Overall Effort Score increases.

Its score is now at 60, up from 52 in Q3 2024, and up by +3 vs Q1 2025.

The rise is backed by advances across all four component pillars. Knowledge & Expertise, Valuing the Customer and Speed of Resolving the Problem are all up by +3, while Style of Communications is up by +2.

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

45% rate the expertise of the customer service agent as 'excellent'

47% 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'

Valuing the Customer

last quarter

48% say the way they understood their needs was 'excellent'

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

57% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

51% say they made it ?very easy? to achieve what they set out to do