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'Which?' Report: Best banks for customer satisfaction

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.

League table of best banks for customer service

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.

Read more: Find out how Unipart transformed complaint handling for a large credit card issuer and helped them achieve market-leading status in customer query resolution.

Which? Report: League table of best banks for customer service.

Sean Campbell

Posted by Sean Campbell

Head of Financial Services at Unipart Expert Practices

The Unipart Way: performance improvement that sustains.

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