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Metro Bank

  Financial Services in the UK

Metro Bank overall Effort Score: 49 Metro Bank vs 48 Metro Bank last quarter
Sector Effort Score benchmark: 60 Metro Bank vs 58 Metro Bank last quarter

Metro Bank’s Overall Effort Score is +1 point higher than last quarter, but it is still +10 points behind Natwest in the UK Financial Services rankings.

Two out of the four pillars have gone up in score. The biggest increase is from the Style of Communication pillar, which now sits at 57, up from 54 last quarter. The reason for this jump is due to the politeness of Metro Bank’s customer service team, of which 44% rated it as ‘excellent’.

There is an area of focus in this pillar, though. There was a -3ppt drop in Metro customers who said they were ‘excellent’ for being able to communicate in their chosen language, besides English. Last quarter, 46% rated it as excellent.

Both Speed of Resolving Problems and Valuing the Customer kept the same scores as last quarter, at 46 and 48 respectively.

It will be interesting to see Metro Bank's scores in the longer term, however. It has agreed a new long-term partnership with IT outsourcing firm, Infosys, to enhance automation, digital capability and artificial intelligence. Will this have a positive or negative impact on its scores in 2025?

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Customer Effort in detail

Style of Communication 57 vs 54 last quarter

44% say the politeness of their customer service agents is 'excellent'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge and Expertise 48 vs 47 last quarter

39% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 48 vs 48 last quarter

40% rate this brand as 'good' for how they made them feel valued/important as a customer

38% say the range of solutions or options that were suitable was "excellent"

42% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 46 vs 46 last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

40% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

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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