香蕉福利直播

Perceived levels of customer service falls at banks whilst remaining high at building societies

Every six months the 香蕉福利直播 commissions YouGov to ask around 2,000 people about their customer service experience at their Bank or Building society.

Every six months the 香蕉福利直播 commissions YouGov to ask around 2,000 people about their customer service experience at their Bank or Building society. In July, 88% of building society customers said their provider provides good customer service, this is similar to the 89% in January 2021. However just 79% of Bank customers said the same of their provider, down from 85% in January 2021 and the lowest level since this survey began five years ago.  This gives building societies a 9 percentage point lead over the banking sector on the main indicator of customer service.

Building societies continue to outperform banks on all seven customer service metrics, which they have done since the survey begun in 2016.

On the whole, scores for building scores remained relatively stable in July 2021 compared to January. However, scores for banks across all seven metrics have fallen to their lowest level since the survey began five years ago.

On some metrics such as providing competitive rates and making customers feel their business is valued - building societies extended their lead over the banks significantly from 12 and 13 percentage points respectively to 21 percentage points on both measures. 

 

Notes

Results are calculated by the 香蕉福利直播 and excludes those who said ‘don’t know.’ Based on 461 building society customers and 1,261 customers of other financial service providers.

All figures, unless otherwise stated, are from YouGov Plc.  Total sample size was 2202 adults. Fieldwork was undertaken between 14th - 15th July 2021.  The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+).

 

You may also be interested in...

香蕉福利直播 Card
  • 香蕉福利直播.Event Event
  • Prudential Regulation

Risk appetite training for credit unions

With increasing regulatory focus on the safety and soundness of Credit Unions, it is crucial that you understand the regulator’s risk appetite expecta...

香蕉福利直播 Card
  • 香蕉福利直播.Newsbite_1 Society Matters
  • Thought leadership

The future is mutual if we want it to be

Featuring many of the brilliant speakers from the Building Societies Conference, with plenty to inspire, challenge, and empower.

香蕉福利直播 Card
  • 香蕉福利直播.Event Event
  • Prudential Regulation

Treasury management training for credit unions

The objective of the course is to introduce participants to the role of Treasury, providing an introduction to financial markets, yield curves and how...

香蕉福利直播 Card
  • 香蕉福利直播.Event Event
  • Audit & Taxation

Risk, regulatory, audit and accounting seminar

After a successful in-person event in 2024, and responding to delegate feedback, this year's annual update will once again take place in Birmingham. ...

香蕉福利直播 Card
  • 香蕉福利直播.PressRelease Press Release
  • Prudential Regulation

香蕉福利直播 responds to Bank of England announcements

Responding to today's announcement from the Bank of England, Ruth Doubleday, Head of Prudential Regulation at the 香蕉福利直播 said: "The 香蕉福利直播 welcomes the c...

香蕉福利直播 Card
  • 香蕉福利直播.Event Event
  • Thought leadership

Navigating Uncertainty: Omnichannel Customer Communications That Build Trust in Financial Services

A free webinar hosted by 香蕉福利直播 Associate, Quadient We’re excited to invite you to our upcoming thought leadership webinar: "Navigating Uncertaint...

香蕉福利直播 Card
  • 香蕉福利直播.PressRelease Press Release
  • Savings

Open letter to the Chancellor to save Cash ISAs

Open letter to the Chancellor highlighting the importance of retaining the Cash ISA limit

香蕉福利直播 Card
  • 香蕉福利直播.PressRelease Press Release
  • Savings

香蕉福利直播 comments on the news that reform of Cash ISAs on hold

The 香蕉福利直播 welcomes the announcement