GoResponse Telephone Answering Service Staff

Financial services and banking winning at customer satisfaction

Financial ConceptNew research shows that the financial services and banking industries are the best in the UK when it comes to giving shoppers customer satisfaction. In an era where the customer is the top priority, call centres must do all they can to ensure consumers are kept happy.

The latest Customer Experience Report from Bright shows that the UK’s best levels of customer service satisfaction stem from the financial sectors. The Federation of Small Business (FSB) previously reported that the bank branch network across the UK has halved in recent years as companies cut back on operations and move online. This had the potential to cause problems, but satisfaction for customers remains high.

Bright UK Managing Director Mats Rennstam said: “There is no silver bullet solution for achieving a world-class customer experience. However, there are things that can be done in customer service departments that do not require a lot of time or monetary investment. The fact is that today, most customer feedback is available verbatim via voice of the customer recordings that are fed back to staff and managers, which is having a much greater impact than traditional stats and charts, if analysed and monitored in the right way.”

The data shows just how important it is for telephone answering services to put consumers first and ensure that satisfaction is provided. The efforts of the banking and financial services sectors over the past few years have been recognised as they have changed public perception.

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