Lloyds Bank has made significant improvements this quarter compared to last, which saw sharp falls in all four of its pillar scores. This quarter, the bank has managed to maintain its scores or increase them, which has led to a +1 point increase in its Overall Customer Effort Score to 63.
This result has also meant the bank is now joint 3rd position in the UK Financial Services rankings.
Its Speed of Resolving the Problem score has increased +2 points after experiencing a -17 point drop last quarter. This increase can be explained as a whopping 7% more of its customers rated the bank's ability to quickly resolve their issue as ‘excellent’, boosting from 46% to 55%.
It's possible this score could increase further next quarter, depending on how quickly it was able communicate following the global IT outage this month.
Style of Communication should be an area of focus for the bank this quarter, as it drops -1 point, bringing a total decline of -16 points this year. Fewer customers (52%) rated the politeness of its customer service agents as ‘good’ and even fewer rated their ability to communicate in their chosen language as ‘good’, also.