Survey shows customer service improvement in banking sector

LSBF
LSBF
Jul 28, 2017 · 2 min read

A survey from design consultancy Engine Service Design has shown that customer service is improving in the banking sector.

The research surveyed 1,025 adults in the UK and found that the banking sector is doing more than other sectors to improve the services that are provided to customers.

Worst

The research compared customer ratings of 14 sectors with 2016 and found that banks are outperforming the insurance sector, which was found to be the fourth worst sector for customer service.

Air travel, broadband and utilities were also among the sectors that were found to be worse than the banking sector for dealing with customers.

According to Engine Service Design Co-Founder Joe Heapy, the banking sector has improved when it comes to customer service, with the sector doing more than any other to improve its service over the last three years.

Banks have improved their mobile and digital services in order to provide better customer service and have been able to more gather data, which has provided a more personalised experience for customers as a result.

Requirements

Commenting on the performance of banks, Heapy said: “Insurance firms could learn a lot from banking, and do more to show that they are responding to customers’ requirements.”

He added: “The leading sectors and companies in customer service don’t think of it as an add-on at the front line, they put as much effort into designing the customer experience as they do their actual products.”

To read other stories about business, accountancy, finance and entrepreneurship, visit the LSBF blog.

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