Financial Services in the UK
A -1 point drop to its Overall Customer Effort score to 57 has seen Sainsbury’s Bank fall two places to 12th in the UK financial services rankings.
This came despite rises in three of the four pillars, with Knowledge and Expertise growing by +2 to 56, with 46% rating the expertise of the customer service agent as 'excellent' and 45% saying the way details were clearly explained to them as 'good'.
The Valuing the Customer score, meanwhile also grew by +2 to 58 after more than half (51%) said they were 'very satisfied' with the outcome of their communication or contact. Speed Resolving Problems was the other pillar to grow after hitting 58, a +1 point rise compared to last wave.
The future outlook of Sainsbury's Bank all looks set to change, however, with NatWest buying the company as the supermarket chain withdraws from the sector in order to focus on food. Under the deal, NatWest will take on the credit cards, loans and savings accounts of Sainsbury's Bank. The CEI will be the best measure of how well any changes are communicated to its customers.
Customer Effort in detail
Style of Communication
62 vs 63 last quarter
45% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘good’
Knowledge and Expertise
56 vs 54 last quarter
46% rate the expertise of the customer service agent as 'excellent'
45% say the way details were clearly explained to them was 'good'
42% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
58 vs 56 last quarter
38% 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"
51% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
58 vs 57 last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'excellent'
42% 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"
