A recent publication by Which? ranks the best retail banks in the UK for customer satisfaction. Based on customer satisfaction scores from 20,000 bank customers, the report demonstrates the significant gap that exists between the bottom and the top of the table: 21 percentage points. When looking specifically at customer service on current accounts, less than half of the providers scored more than three out of five stars.
What is significant, in light of the imminent FCA rule changes on complaint handling, is that only 2 organisations score more than 3 stars in the category of queries and complaints. It would seem that there is significant opportunity for financial services organisations to improve how they respond to customer problems - a point that is also reinforced by complaints data from the ombudsmen.
Which? Report: League table of best banks for customer service.