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 added +2 to its Overall Effort Score wave on wave but unfortunately that wasn’t enough to stop it being outstripped by Royal Bank of Scotland this wave – dropping to 14th.

Looking at the pillars, ‘Knowledge & Expertise’, ‘Valuing the Customer’ and ‘Speed of Resolving Problems’ added one point each. The standout was ‘Style of Communication’ which added +2, with more of its customers ranking its customer service agents as polite.

To improve scores further, we’d recommend Virgin Money focus on making the information consumers need easier to find on the website/app – this is dragging down its ‘Speed of Resolving Problems’ score.

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

48% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

41% rate this brand as 'good' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

52% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

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

39% 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"

39% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'