Quite the decline for Metro Bank, as its Overall Customer Effort score sees a sharp decline of -4 points, after all four of its pillars drop in score. As a result, Metro has dropped to the bottom of the UK Financial Services rankings.
Speed of Resolving the Problem took the biggest hit, declining by -5 points to 46. The reason for this being 2% fewer customers rated it as ‘excellent’ for how easy it was to find the information they wanted on the website/app.
There are some positives, however. More of Metro Bank’s customers (41%) rated ‘excellent’ on how quickly they were able to achieve what they set out to do.
The bank should look to improve its Knowledge and Expertise score in the coming quarter, after it saw a -3 point drop, although it is still +5 points ahead of its score at the beginning of the year.
The bank could see another drop next quarter, however, as it warned UK customers it would start charging them a 2.99% fee on debit card transactions outside the UK - including Europe - from 29 August. Has it communicated this well enough?