Nationwide further cements its position in 1st place position after adding a point to its Overall Customer Effort Score, which is now 69.
This is unsurprising as all four pillars also increased by +1 point. Reviewing Style of Communication more closely, its +1 point jump could be attributed to more of its customers ranking the politeness of its customer service agents as ‘excellent’.
In Knowledge and Education, which has also increased +1 point to 69, a higher percentage of its customers ranked the expertise of the customer service agent as ‘excellent’, going from 55% to 57%. Similarly, 57% of its customers ranked it ‘excellent’ for how well its agents understood their particular issue.
The UK CMA has officially approved Nationwide’s £2.9bn acquisition of Virgin Money UK, opening Nationwide up to a broader pool of customers, who will need to receive perfect communications about the changes. Stay tuned to the Customer Effort Index to find out if they have been successful.