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HSBC

  Financial Services in the UK

HSBC overall Effort Score: 61 HSBC vs 57 HSBC last quarter
Sector Effort Score benchmark: 60 HSBC vs 58 HSBC last quarter

HSBC has increased an impressive +4 points from last quarter, making its Overall Effort Score 61.

All four pillars had score increases, with the biggest coming from Valuing the Customer and Speed Resolving Problems, growing +5 points each.

Diving into the Speed Resolving Problems pillar, 46% of HSBC customers rated it as ‘excellent’ for how they were able to achieve everything they set out to do, or resolve their issues, with the first agent they contacted – a +4ppt increase.

There is room for further improvement in this pillar, though. There was a 1ppt decline wave on wave in customers who said the bank was ‘good’ for how easy it was to find the information they wanted on the website/app (now 41%).

Elsewhere, in Valuing the Customer, HSBC customers are ranking them highly for feeling valued and important as a customer (43%) and finding solutions that were suitable for them (44%).

Knowledge and Expertise has a score of 60, a +2 point wave-on-wave increase, and Style of Communication is 65, a +1 point increase. 

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Customer Effort in detail

Style of Communication 65 vs 64 last quarter

47% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 58 last quarter

46% rate the expertise of the customer service agent as 'excellent'

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

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 61 vs 57 last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the range of solutions or options that were suitable was "excellent"

58% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 53 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

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

50% say they made it ‘very easy’ to achieve what they set out to do

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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