Santander has maintained a joint 3rd position in the UK Financial Services rankings, alongside its competitor Lloyds Bank, after maintaining its Overall Customer Effort Score of 63.
Both Knowledge and Expertise and Speed of Resolving the Problem kept their scores of 63 and 72 respectively. Customers ranked it higher in Knowledge and Expertise for the expertise of the customer service agent they spoke to, with 51% rating them as ‘excellent’.
The bank can improve in the pillars’ other two areas, which saw fewer customers rating it as ‘excellent’ for the way details were clearly explained and how well its customer service agents understood their particular problem or question.
Its Valuing the Customer and Style of Communication pillars, however, increased +1 point wave on wave. Under Style of Communication, this+1 point is likely due more than half of its customers (52%) rating the bank for its customer service agents' politeness.