vs
58
last quarter
vs
58
last quarter
Royal Bank of Scotland has had a challenging quarter after its Overall Effort Score fell by -4 points to 54.
The reason behind its decrease was a +3 point dip in Valuing the Customer, from 58 to 55.
Speed of Resolving Problems also fell, dropping -5 points to 51 wave on wave. Style of Communication dipped by just one point wave on wave, from 60 to 59.
43% say the politeness of their customer service agents is 'excellent'
46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
41% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'excellent'
43% rate how well the customer service agent understood their particular problem or question as 'excellent'
41% rate this brand as 'good' for how they made them feel valued/important as a customer
40% say the range of solutions or options that were suitable was "excellent"
57% say they were 'very satisfied' with the outcome of their communication or contact
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
39% 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"
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.