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Financial Services in the UK

  Financial Services in the UK

  • Sector average score 59 Financial Services in the UK
  • Knowledge & Expertise 63
  • Style of Communication 65
  • Speed of Resolving Problems 64
  • Valuing the Customer 64

We have a new brand in the top three this month as Santander continues to build on its Overall Effort Score. From ranking fifth in Q4 2023 it is now at third, overtaking Lloyds by adding +1 to its score this wave. 

We also have seen a sharp rise in scores for some of the challenger brands, with Monzo and Starling now ranking at joint sixth, up from 10th and 11th last wave respectively. This finding was backed up by the UK's Competition and Markets Authority in February, which found Monzo, Starling and First Direct were the top three firms for overall service quality. 

With scores across all four pillars tightening, we're seeing an increasingly competitive space for Customer Effort. In particular, Speed of Resolving Problems scores were largely down vs last wave as consumers continue to expect quick resolutions from brands they trust with their cash. 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
68
Knowledge & Expertise 68
Style of Communication 73
Speed of Resolving Problems 67
Valuing the Customer 68
NPS -8
2
67
Knowledge & Expertise 70
Style of Communication 73
Speed of Resolving Problems 63
Valuing the Customer 67
NPS -41
3
63
Knowledge & Expertise 63
Style of Communication 70
Speed of Resolving Problems 62
Valuing the Customer 64
NPS -18
4
62
Knowledge & Expertise 62
Style of Communication 68
Speed of Resolving Problems 60
Valuing the Customer 62
NPS -22
5
61
Knowledge & Expertise 61
Style of Communication 70
Speed of Resolving Problems 58
Valuing the Customer 62
NPS -31
6
60
Knowledge & Expertise 61
Style of Communication 63
Speed of Resolving Problems 59
Valuing the Customer 60
NPS -33
6
60
Knowledge & Expertise 65
Style of Communication 63
Speed of Resolving Problems 57
Valuing the Customer 61
NPS -44
6
60
Knowledge & Expertise 60
Style of Communication 61
Speed of Resolving Problems 60
Valuing the Customer 60
NPS -45
9
59
Knowledge & Expertise 58
Style of Communication 67
Speed of Resolving Problems 55
Valuing the Customer 60
NPS -21
10
58
Knowledge & Expertise 59
Style of Communication 62
Speed of Resolving Problems 56
Valuing the Customer 59
NPS -44
11
57
Knowledge & Expertise 58
Style of Communication 64
Speed of Resolving Problems 54
Valuing the Customer 57
NPS -18
12
56
Knowledge & Expertise 59
Style of Communication 64
Speed of Resolving Problems 53
Valuing the Customer 55
NPS -23
12
56
Knowledge & Expertise 54
Style of Communication 62
Speed of Resolving Problems 56
Valuing the Customer 55
NPS -50
14
53
Knowledge & Expertise 55
Style of Communication 62
Speed of Resolving Problems 50
Valuing the Customer 53
NPS -41
15
52
Knowledge & Expertise 50
Style of Communication 56
Speed of Resolving Problems 51
Valuing the Customer 49
NPS -52
16
49
Knowledge & Expertise 50
Style of Communication 56
Speed of Resolving Problems 46
Valuing the Customer 48
NPS -32
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Last updated: Apr 2024 Next update: Jul 2024
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  First Direct

  Lloyds Bank (part of LBG)

  Bank of Scotland (part of LBG)

  Starling Bank

  Halifax (part of LBG)

  Royal Bank of Scotland (RBS)

  Sainsbury's Bank

  Virgin Money

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Last updated: Apr 2024 Next update: Jul 2024
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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.