Customer satifaction: Banks you love - and hate

[Legal Beagles]

Co-op comes top in survey, while Abbey continues to struggle

More...

[Amethyst]

Re: Customer satifaction: Banks you love - and hate

The Co-operative Bank's customers are happier with the service they receive than those of any other bank, according to a study by market research company JD Power.



Abbey comes bottom for the second year running, as it continues to struggle with call centre issues and resolving customer complaints. Joining Abbey at the bottom of the table are Clydesdale Bank and Barclays, while Nationwide and RBS rival Co-op for the top slot.
A spokesperson for Abbey said: "Abbey has showed an improvement on its 2007 score in this survey, but we are disappointed with this result and we will continue to work hard to improve our customer service. However, this survey covered a tiny sample - just 0.000015% of our customer base."


The JD Power research found that one in five customers complained to their banks last year. But despite the credit crunch and the collapse of Northern Rock, overall satisfaction among bank customers rose. While more than 50% of customers say their disposable income in 2008 is down on 2007, 71% believe that the financial stability of their bank is not under threat.





Foreign call centres remain one of the biggest gripes among UK bank customers. Nearly 85% of customers said they prefer dealing with a customer service agent in Britain rather than in a foreign call centre.