Bank of Scotland has dropped to 7th place this quarter, sharing the spot with Barclays and Halifax, after its Overall Effort Score went down by -1 point to 59.
The drop in score comes as Knowledge and Expertise declined by -3 points, equating to a total loss of -17 points this year.
Just 45% of customers rated it ‘excellent’ for how well the bank’s customer service agents understood their particular problem, down from 49% last quarter. Similarly, only 46% thought the expertise of the customer service agent was ‘excellent’.
Style of Communication also dropped by -3 points, from 63 to 60, giving the Bank of Scotland two areas to focus on next quarter. Both Speed of Resolving the Problem and Valuing the Customer stayed the same at 57 and 61 respectively.