Financial Services in the UK
With a +3 point rise to its Overall Effort Score to 55, Virgin Money has risen one place to 13th in the UK financial services rankings for this quarter.
This came after three of the four pillars rose by +3 points, with Knowledge & Expertise now at 57 after 42% rated how well the customer service agent understood their particular problem or question as 'good'. Valuing the Customer (56), meanwhile, included 52% saying they were 'very satisfied' with the outcome of their communication or contact. Speed of Resolving Problems was the other pillar to increase by +3 points to 52.
The other pillar, Style of Communication, did also rise, but by +2 to 63, giving it healthy increases across the board. However, this still means Virgin Money is -13 points behind Nationwide at the top of the rankings.
Customer Effort in detail
Style of Communication
63 vs 61 last quarter
48% 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’
Knowledge and Expertise
57 vs 54 last quarter
41% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'excellent'
42% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
56 vs 53 last quarter
41% say the way they understood their needs was 'excellent'
42% say the range of solutions or options that were suitable was "excellent"
52% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
52 vs 49 last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'good'
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"
