Virgin Money is in 9th position of the UK Financial Services ranking this quarter, following a -1 point drop in its Overall Customer Effort Score, now 52.
Three of its four pillars have dropped by -1 point, with its Valuing the Customer score remaining the same at 53.
Although it has remained the same, there are improvements and core areas the bank could focus on next quarter. Last quarter, 44% rated the bank as ‘excellent’ for how they made them feel valued/important as a customer. This quarter, this has dropped to 40%.
Looking at the pillars that experienced a drop in score, there are clear areas for the bank to look into. Under its Style of Communication pillar, which decreased from 62 to 61, 41% of its customers rated the politeness of its customer service agents as ‘excellent’. While this is still a strong score, it has declined 3% wave on wave.