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Santander

  Financial Services in the UK

Santander overall Effort Score: 63 Santander vs 63 Santander last quarter
Sector Effort Score benchmark: 59 Santander vs 58 Santander last quarter

Santander has maintained a joint 3rd position in the UK Financial Services rankings, alongside its competitor Lloyds Bank, after maintaining its Overall Customer Effort Score of 63. 

Both Knowledge and Expertise and Speed of Resolving the Problem kept their scores of 63 and 72 respectively. Customers ranked it higher in Knowledge and Expertise for the expertise of the customer service agent they spoke to, with 51% rating them as ‘excellent’.

The bank can improve in the pillars’ other two areas, which saw fewer customers rating it as ‘excellent’ for the way details were clearly explained and how well its customer service agents understood their particular problem or question.

Its Valuing the Customer and Style of Communication pillars, however, increased +1 point wave on wave. Under Style of Communication, this+1 point is likely due more than half of its customers (52%) rating the bank for its customer service agents' politeness.

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Customer Effort in detail

Style of Communication 69 vs 70 last quarter

55% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 63 vs 63 last quarter

51% rate the expertise of the customer service agent as 'excellent'

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

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 63 vs 64 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 62 vs 62 last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% 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"

43% 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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