HSBC tops customer service league

| April 22, 2009
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.

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Comments (4)

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  1. Brian Turner says:

    Well, trying high street branches is one thing, but trying the telephone support is another. At least with some of the other banks they have UK call centres. It’s ironic that with HSBC you cannot call the local branch without being routed through India first!

  2. Lana says:

    What’s the big deal if you get the required support from where ever it is.

  3. Rouge says:

    Exactly, what matters is the service no matter if it is from india or the uk. I am a HSBC customer and have been with this bank since it 1st opened in the u.k and ive always been very happy with its services.

  4. John says:

    I am at a loss to know how they achieved this rating.After correspondence,pointing out that I was disabled and sometimes unable to get to my local branch, I was provided with the same telephone number that sent me to India again.On the occasions that I have rung them, I have been unable to understand the individual I spoke to.
    I am now about to move on !!