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  Financial Services in the UK

Santander overall Effort Score: 63 Santander vs 62 Santander last quarter
Sector Effort Score benchmark: 58 Santander vs 58 Santander last quarter
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Customer Effort in detail

Style of Communication 70 vs 81 last quarter

56% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 63 vs 69 last quarter

51% rate the expertise of the customer service agent as 'excellent'

44% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 64 vs 79 last quarter

44% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

42% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 62 vs 78 last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% 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"

48% 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.