Market Research Finds Barclays Needs More Focus on Customer Care

About The Authors

22nd June 2012 15:35 - Financial Services

Results from a recent Which? survey have revealed that only 53% of Barclays’ current account customers were satisfied with their service compared with other personal finance service leaders such as First Direct and Virgin, who have a satisfaction level of 88%.

In addition, the Barclays net promoter score, a rating widely recognised as a key metric of banking performance, currently rates them at a shockingly low -35.

The results were raised at the House of Commons Treasury Committee last week where Barclays Group CEO Bob Diamond was grilled as part of an investigation into competition and choice in the banking sector.

Barclay’s response to the Which? findings was that the results did not tally with their own service research, which showed Barclays customers were 90% satisfied overall, and 80% would recommend the bank to others.

The consensus however is that Barclays needs to get more serious about customer satisfaction, since other independent surveys such as that of the Financial Service Authority in September last year have found that Barclays had the third worst complaint record in the UK.

Sign up for free insights from your sector…

Antispam code: 2225

Support Us..

We hope that you have found this article useful. This section is freely available for all to use. Please help support it by liking us or following us on our social media platforms:

Share this article..

For updated Financial Services insights please follow us on @DJS_Finance or use our RSS feed

Other Financial Services Research Findings

Other Latest Market Research Insights

© DJS Research 2017