It’s been a good quarter for Halifax, as three out of four pillars have increased in score wave on wave. As a result, Halifax’s Overall Effort Score has gone up to 60.
Diving into Speed of Resolving Problems, which now sits at 58, 3ppt more of Halifax’s customers were 'highly satisfied' with how easy it was to find the information they needed on the bank’s website/app (now 47%).
Knowledge & Expertise also increased +2 points to 60. 48% of its customers rated the expertise of Halifax’s customer service agents as 'excellent', with 43% saying the same for the way details were explained.
Its Style of Communication score has stayed the same wave on wave at 66.
Its scores could change next quarter, though, as Halifax was among one of four or more banks that have introduced a new £100 fee for fraud compensation. This follows a change in regulation that mandates banks to reimburse victims of authorised push payment fraud.
It will be interesting to follow and see how it will impact next quarter's rankings. Watch this space.