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Lloyds Bank (part of LBG)

  Financial Services in the UK

Lloyds Bank (part of LBG) overall Effort Score: 65 Lloyds Bank (part of LBG) vs 63 Lloyds Bank (part of LBG) last quarter
Sector Effort Score benchmark: 60 Lloyds Bank (part of LBG) vs 58 Lloyds Bank (part of LBG) last quarter

Lloyds Bank has continued the upward climb that began in Q2. This quarter, Lloyds Bank has increased its Overall Effort Score by +2 points to 65.

All four pillars saw score increases of up to +4 points. Valuing the Customer now has a score of 67, up from 63 last wave. 49% of its customers ranked them highly for understanding their needs and 47% of its customers claimed they were able to find solutions suitable to them.

Speed Resolving Problems went up +2 points to 63, an impressive feat in a quarter that saw them grapple with a global IT outage. 

Half of its customers ranked Lloyds Bank as ‘excellent’ for resolving their problem quickly.

Last quarter, Style of Communication reduced -1 point, but this has since reversed. The pillar is now 69, +1 point ahead. Half of its customers rated the company as ‘excellent’ for the politeness of its customers, and 53% commended its ability to communicate in other languages.

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Customer Effort in detail

Style of Communication 69 vs 67 last quarter

55% say the politeness of their customer service agents is 'excellent'

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 65 vs 62 last quarter

50% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 67 vs 63 last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the range of solutions or options that were suitable was "excellent"

65% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 63 vs 61 last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

58% 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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