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Barclays

  Financial Services in the UK

Barclays overall Effort Score: 59 Barclays vs 57 Barclays last quarter
Sector Effort Score benchmark: 59 Barclays vs 58 Barclays last quarter

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.

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Customer Effort in detail

Style of Communication 64 vs 64 last quarter

45% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 59 vs 58 last quarter

43% rate the expertise of the customer service agent as 'excellent'

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

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 59 vs 57 last quarter

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

61% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 55 vs 54 last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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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