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Revolut

  Financial Services in the UK

Revolut overall Effort Score: 51 Revolut vs 49 Revolut last quarter
Sector Effort Score benchmark: 59 Revolut vs 58 Revolut last quarter

Revolut is in 11th position in the UK Financial Services rankings, despite a +2 increase on its Overall Customer Effort score of 51.

The reason for this increase is its Style of Communication score jumped +3 points. More specifically, more of the bank's customers (41%) rated its customer services’ politeness as ‘excellent’.

Similarly, its Valuing the Customer pillar went up by +3 points to 51, too. An impressive 4% increase on the amount of customers marked it higher after being made to feel valued/important as a customer, ranking them as ‘excellent’. Similarly, 2% more of its customers said the range of solutions that were suitable was ‘excellent’.

Going forward, it’s likely Knowledge and Expertise will be a core focus area once again for the bank, especially as it's the only pillar to maintain its score this quarter of 50.

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Customer Effort in detail

Style of Communication 56 vs 56 last quarter

41% 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 'excellent'

Knowledge and Expertise 50 vs 50 last quarter

41% rate the expertise of the customer service agent as 'good'

42% say the way details were clearly explained to them was 'excellent'

38% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 51 vs 48 last quarter

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 48 vs 46 last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

38% 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"

40% rate how they were not left 'on-hold' or in a call queuing system for a long time as 'excellent'

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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