Barclays has moved back up to 7th plan in the UK Financial Services rankings, joint with Bank of Scotland and Halifax, after dropping to 11th last quarter.
The reason for this jump is the bank’s Overall Effort Score has increased +2 points. This is, in part, due to Valuing the Customer and Speed of Resolving the Problem going up +1 and +2 points respectively. Knowledge and Expertise also jumped +1 point.
Reviewing Valuing the Customer, its +1 point is likely due more of its customers being impressed with how valued they were made to feel (a 4% increase), understanding their needs (a 2% increase) and the range of suitable solutions presented (a 3% increase).
Going forward, its focus should be on Style of Communication, as it maintained its score of 64 in order to continue its upward projection.