Starling Bank’s Overall Customer Effort score increased +3 points, boosting its score to 62 from 60. As a result, the bank has jumped to 4th position from 6th, and one place ahead of its main rival, Monzo, for the first time.
All four of its pillars have had score increases, but there are two that stand out after going up by +3 points: Knowledge and Education and Style of Communication.
Its Style of Communication has rocketed since the beginning of the year, going up by +17 points. This is largely due to more than half (52%) of its customers rating the politeness of its customer service agents as ‘excellent’. The other area used to rank this pillar's score also went up to 46%. Its customers rated ‘excellent’ for the bank's ability to speak with them in their chosen language.
In its Knowledge and Expertise pillar, almost half (49%) of its customers rated the expertise of the customer service agent as ‘excellent’, a 3% increase on last quarter. Similarly, 45% (a 1% increase on last quarter) said the way details were clearly explained to them was also ‘excellent’.
Its score is unsurprising as customer experience is the bank’s core focus. In fact, last month, CEO John Mountain, said this focus is what sets them apart, which include interest-generating current accounts, its ‘intuitive in-app tools’ and fee-free international card use.