UKCSI Banks and Building Societies Sector Report - January 2017

A national measure of customer satisfaction in the Banks and Building Societies sector. It measures over 30 measures of the customer experience in 16 organisations.

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UKCSI Banks and Building Societies Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Banks & Building Societies Sector Report provides a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

Price: £1,350.00 (excluding VAT)

The latest UKCSI shows that customer satisfaction for the Banks & Building societies sector is at its highest point in 9 years. Together with Public Services (National)) it’s the second most improved sectors compared to a year ago.

The sector continues to perform above the UK average and the gap has widened. 

The sector is the highest scoring sector (together with Tourism) for “in person” experience measures particular helpfulness and competence of staff.  It’s also one of three with fewer problems and complaints this year.

6 of the 16 banks & building societies sector organisations have improved by one point or more since January 2016. first direct and Nationwide are, equally, the best performers in the sector. M&S, the most improved, is amongst the 10 most improved organisations across the UKCSI as a whole.

In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.

The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.