Natwest comes in joint 8th in the UK Financial Services rankings, even though its seen a -3 point drop in its Overall Customer Effort score this wave.
There are plenty of areas Natwest should focus on this quarter to increase its scores again, but the main concern is Knowledge and Expertise that dropped -4 points to 57. This is largely due to a 3% decline in the number of customers rating it as ‘excellent’ for how well the customer service agent understood their particular concerns, questions or problems.
Similarly, the pillar saw a 3% drop from customers in the way details were clearly explained, with only 44% rating them as ‘excellent’.
Its Style of Communication score also took a hit this quarter with a -3 point drop. Both areas saw a decline from customers, but the biggest one came from fewer customers (54% from 58% last wave) ranking it as ‘good’ for the bank's ability to communicate with them in a language other than English, if they needed it.