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Royal Bank of Scotland (RBS)

  Financial Services in the UK

Royal Bank of Scotland (RBS) overall Effort Score: 58 Royal Bank of Scotland (RBS) vs 58 Royal Bank of Scotland (RBS) last quarter
Sector Effort Score benchmark: 59 Royal Bank of Scotland (RBS) vs 58 Royal Bank of Scotland (RBS) last quarter

The Royal Bank of Scotland (RBS) is now at joint 10th place, alongside its competitors, Sainsbury’s Bank and Natwest, despite maintaining its Overall Customer Effort score of 58 wave on wave.

There are plenty of areas RBS can focus on for next quarter, though. Its Style of Communication score dropped -2 points to 60, after a drop in customers who ranked it as ‘excellent’ on the politeness of its customer service agents and its ability to communicate with them in their chosen language. Both areas dropped by 1%.

Both Knowledge and Expertise and Valuing the Customer declined by -1 point as well. Despite this, its Valuing the Customer pillar was marked higher by customers for how valued they were made to feel and how well they felt the bank understood their needs.

Some of these scores, however, could have been impacted by RBS’ store closures in April, where a fifth closed permanently. We will see how this continues next wave.

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Customer Effort in detail

Style of Communication 60 vs 62 last quarter

42% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 58 vs 59 last quarter

43% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 58 vs 59 last quarter

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

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

50% 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 56 vs 56 last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% 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"

42% 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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