Financial Services in the UK
Even though its Overall Effort Score has declined -1 point to 68, Nationwide has kept its top position in the UK Financial Services rankings, two points ahead of First Direct.
But there’s plenty for Nationwide to focus on if it wants to increase its scores next quarter, as all pillars have remained the same scores wave on wave.
This doesn’t mean there hasn’t been movement within the areas the pillars are scored against, however. The highest score, Style of Communication may have stayed 74, but there was a 1ppt increase in Nationwide customers who rated it ‘excellent’ for being able to communicate in alternate languages.
Customer Effort in detail
Style of Communication
74 vs 74 last quarter
59% say the politeness of their customer service agents is 'excellent'
57% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
69 vs 69 last quarter
55% rate the expertise of the customer service agent as 'excellent'
54% say the way details were clearly explained to them was 'excellent'
55% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
69 vs 69 last quarter
50% rate this brand as 'excellent' for how they made them feel valued/important as a customer
48% say the range of solutions or options that were suitable was "excellent"
69% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
66 vs 66 last quarter
46% rate how easy it was to find the information they wanted on the website/app as 'excellent'
54% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
