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Bank of Scotland (part of LBG)

  Financial Services in the UK

Bank of Scotland (part of LBG) overall Effort Score: 62 Bank of Scotland (part of LBG) vs 59 Bank of Scotland (part of LBG) last quarter
Sector Effort Score benchmark: 60 Bank of Scotland (part of LBG) vs 58 Bank of Scotland (part of LBG) last quarter

Bank of Scotland has had a strong quarter, moving from 7th position to 4th, sharing with Barclays, following a +3 point increase in its Overall Effort Score to 62.

The reason behind its increase is the significant +6 point boost in Valuing the Customer, from 61 to 67. More specifically, Bank of Scotland’s customers (49%) rated them highly for how their needs were understood, and 45% highly commended the Bank for how they feel valued and important as customers.

Continuing its streak, its Speed of Resolving Problems score also grew +4 points to 61. Diving into this increase, almost half of the bank’s customers (49%) said they were able to achieve what they set out to do, ranking it as ‘excellent’. Similarly, 44% rated ‘excellent’ for how they were not left ‘on-hold’ on in a call queuing system for a long time.

Style of Communication also went up, from 60 to 62.

An area of focus this quarter for the Bank of Scotland should be its Knowledge & Expertise pillar, which declined -1 point.

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Customer Effort in detail

Style of Communication 62 vs 60 last quarter

46% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 61 vs 62 last quarter

46% rate the expertise of the customer service agent as 'excellent'

47% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 67 vs 61 last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

44% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 61 vs 57 last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

53% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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