HSBC tops customer service league
HSBC is the best high street bank for customer service, according to mystery shopper research by Prophet.
The innovation strategy consultants found that of the ten banks surveyed, only HSBC and Citi offer a customer experience ‘above expectations’.
Barclays came in third place behind HSBC and Citi, providing a customer experience that met expectations.
Lloyds TSB and the Post Office were the worst for customer service, whilst NatWest, Northern Rock, Halifax, Abbey, and Alliance & Leicester all provided a ‘below expectations’ customer experience.
Jessica Holdcroft, Prophet spokesperson, said: “It is clear the sector has yet to address many of the negative experiences customers face in their day-to-day interactions with banks.
“Staff indifference, long queues, and confusing advice highlight the failure of the sector at a time when customer reassurance is paramount.”
Vanessa Cohen, senior analysts at Prophet, added: “With taxpayer money now keeping many of our banks alive, demands from customers have increased.
“Because banking is part of everyday life, customer experience is particularly influential in shaping brand reputation.
“With customers searching for a safe home for their money, banks which seize the opportunity to up their customer experience game could see a great return.”
Joe Garner, HSBC spokesperson, said the bank is ‘delighted’ to be recognised for its hard work in striving to deliver consistently good customer service.