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UKCSI Banks & Building Societies Sector – July 2024


The average customer satisfaction in the Banks and Building Societies sector is 79.3 (out of 100), a slight fall of 0.7 points compared to July 2023.

  • Satisfaction with complaint handling has fallen but is higher than the UK all-sector average. 12.7% of customers experienced a problem with an organisation
  • The number of App experiences is more than in any other sector. Average satisfaction for experiences in each channel is lower than a year ago but higher than the corresponding UK average
  • 20 Banks or Building Societies have received a score in the July 2024 UKCSI. Nationwide is the highest rated for customer satisfaction
  • Greater availability of branches is the top issue that Banks & Building Societies should improve

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The UKCSI is based on an online survey of over 15,000 consumers, who are representative of the UK adult population by region, age and gender. The July 2024 UKCSI comprises 59,500 customer experiences collected over during the past 9 months. Customers are asked to rate their experience of dealing with a specific organisation in the previous three months. Customers rate only one organisation per sector.

The July 2024 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 282 organisations and organisation types, and examines how customer attitudes and buying behaviour are influenced by perceptions about business practices and reputation.

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