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Creditfix LB 03-2017

Top Banks for Customer Service Revealed

Major high street banks have been rated for customer service in a survey by consumer website Moneysavingexpert, revealing the best and worst banks according to customers.

The bi-annual survey by the website asked customers to rate the bank they hold their current account with for quality of customer service by indicating great, ok, or poor.

Almost 7,000 people responded to the survey, enabling the website to list thirteen banks in order of how their customers rated their customer service abilities.

First Direct were the runaway winners in the survey, with 91 per cent of their customers rating their customer service as great, 7 per cent ok, and just 2 per cent poor.

Nationwide managed to hold on to second spot with a 77 per cent great rating, ahead of Co-op bank and Smile (part of the same group) who managed 63 per cent.

TSB managed to leapfrog Santander into fourth place with 62 per cent great compared to the Spanish banking groups 61 per cent.

Last place in the list of thirteen came RBS with just 28 per cent rating their customer service as great, 43 per cent as just ok, and 29 per cent as poor.

Chief product analyst at MoneySavingExpert.com, Helen Saxon, commented: ‘As the old saying goes, customer service is king. When it comes to bank accounts it can have a massive impact on your finances if something goes wrong.

‘Yet again, many of the old-school banks are stuck at the bottom of the table and will have to work hard to keep customers from defecting to the top service scorers.

‘Switching only takes seven working days, so if you aren?t happy, there?s no excuse not to vote with your feet. And some of these banks with great customer service scores will even pay you to switch.’

Head of First Direct, Joe Gordon, said: ‘First Direct?s been pioneering amazing service since 1989 but, in more recent years, where mortgages, current accounts, credit cards and loans are becoming increasingly commoditised, concentrating on traditional customer service, crucial as it is, isn?t enough.

‘Customer service is now more than person to person. It now starts on social media, it starts on the website, on the apps. It?s about being human without always having human contact ? being easy to do business with, caring about customers, being playful even. Businesses need to constantly evolve, but you must always put the customer experience above all else.’

Bank Customer Service Table

Rank/Provider/Great/OK/Poor

1 – First Direct / 91% / 7% / 2%

2 – Nationwide Building Society / 77% / 18% / 5%

3 – Co-op and Smile / 63% / 29% / 8%

4 – TSB / 62% / 30% / 8%

5 – Santander / 61% / 31% / 8%

6 – Tesco Bank / 57% / 32% / 11%

7 – Halifax / 51% / 36% / 13%

8 – Clydesdale & Yorkshire Bank / 48% / 32% / 20%

9 – Barclays / 45% / 37% / 18%

10 – Lloyds / 45% / 34% / 21%

11 – NatWest / 42% / 39% / 19%

12 – HSBC / 41% / 38% / 21 %

13 – RBS / 28% / 43% / 29%

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