After a +2 point increase in its Overall Customer Effort score to 58, Sainsbury’s Bank has gone from 9th position to joint 10th with the Royal Bank of Scotland and Natwest.
The +2 increase can be attributed to a +1 point boost across most of its pillars. Looking at Knowledge and Expertise, remained – 1% more of its customers ranked the bank as ‘good’ for the way details were clearly explained to them.
There is room for the bank to review its current practices, however. Fewer customers rated the bank’s customer service agents’ expertise as ‘good’.
Under its Speed of Resolving the Problem pillar, now with a score of 57, following a 5% jump in customers who rated how easy it was to find the information they wanted on the website/app as ‘good’. Similarly, 6% more of its customers rated ‘good’ for how quickly they wear able to achieve what they set out to do, or resolve their issue.
The bank’s score can look completely different next quarter, as Natwest Group announced a month ago that it entered into an agreement with Sainsbury’s Bank to acquire its retail banking assets, which comprised its outstanding credit card, unsecured personal loans and saving accounts. It is expected to take on around 1 million customer accounts.