Skip to Content
Nationwide

  Financial Services in the UK

Nationwide overall Effort Score: 68 Nationwide vs 70 Nationwide last quarter
Sector Effort Score benchmark: 58 Nationwide vs 58 Nationwide last quarter
close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 73 vs 100 last quarter

59% say the politeness of their customer service agents is 'excellent'

56% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 68 vs 93 last quarter

55% rate the expertise of the customer service agent as 'excellent'

52% say the way details were clearly explained to them was 'excellent'

55% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 68 vs 100 last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

53% say the way they understood their needs was 'excellent'

47% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 67 vs 100 last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

56% 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"

52% rate how quickly they were able to achieve they they set out to do, or resolve their issue 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.