Financial Services in the UK
HSBC continues to find itself towards the lower-end of the UK Financial Services rankings, even though its Customer Effort Score increased +1 point to 57 this wave.
The reason for the jump is its +2 score increase in Valuing the Customer. More specifically, Valuing the Customer’s score rose after a larger pool of customers rated the bank as ‘good’ for how they made them feel valued/important as a customer.
There is room for improvement still with this pillar, though. The bank received a 4% drop in customers rating ‘good’ for the way it understood their needs.
It also could look to improve its Knowledge and Expertise score, which dropped to 58 (-1 point). This is due to a drop in customers rating the expertise of its customer service agents and the way details were explained as ‘good’.
Customer Effort in detail
Style of Communication
64 vs 64 last quarter
45% say the politeness of their customer service agents is 'excellent'
44% rate the ability to communicate with them in their chosen language (other than English) as �excellent�
Knowledge and Expertise
58 vs 59 last quarter
43% rate the expertise of the customer service agent as 'excellent'
43% say the way details were clearly explained to them was 'good'
43% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
57 vs 55 last quarter
43% 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'
59% 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
53 vs 53 last quarter
42% rate how easy it was to find the information they wanted on the website/app as 'good'
42% 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"
42% rate how they were not left 'on-hold' or in a call queuing system for a long time as 'good'
