Financial Services in the UK
Halifax is joint 7th in the UK Financial Services rankings, alongside Bank of Scotland and Barclays, after maintaining its Overall Customer Effort score of 59.
It did see some movement in one pillar, Speed of Resolving the Problem. The pillar increased by +1 point after customers increasingly rated them 'excellent' for being able to speak to a customer service agent that could help them with their query.
Going forward, Halifax should look to improve its Style of Communication score (-1 point decline this wave). Fewer customers ranked the bank’s customer service agents' politeness as ‘excellent’, the same with speaking with them in their chosen language.
It’s possible the bank’s scores could increase next quarter, however, as it reduced interest rates before 4% across several of its mortgage packages.
Customer Effort in detail
Style of Communication
66 vs 67 last quarter
51% say the politeness of their customer service agents is 'excellent'
51% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
58 vs 58 last quarter
45% rate the expertise of the customer service agent as 'excellent'
42% 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
60 vs 60 last quarter
46% rate how they were able to speak to a customer service agent that can help them with their query 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'
Speed Solving the Problem
56 vs 55 last quarter
44% rate how easy it was to find the information they wanted on the website/app as 'excellent'
44% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
40% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
