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UKCSI comment - Banks react to customer demands PDF Print E-mail
Thursday, 26 March 2015

GMC comments on the latest UKCSI survey suggesting that customer satisfaction is improving in the banking and building societies sector.

Mike Davies, VP EMEA North, GMC Software Technology, comments below on what has brought about this change for the banking sector and what more can be done.

Mr Davies says: “The UKCSI (UK Customer Satisfaction Index) has once again placed First Direct highest for customer satisfaction score in the banking and building societies sector. It’s great to see that Santander, HSBC and Bank of Scotland have also increased customer satisfaction levels. It suggests the entire sector has recognised that poor service is something customers will no longer stand for.

“Account switching rules have no doubt played their part in this trend. Customers know they can simply switch providers if the service they receive is not to a high enough standard.

“However, the report also finds that some organisations are still struggling when it comes to customer service. Banks need to create a human connection with customers through personalised communication, whether it is through print, online or mobile channels. Customers value having their voices heard, no matter which channel they use - and will appreciate it more when banks respond in a timely and professional manner. Low performing organisations should follow First Direct’s example to improve customer satisfaction and loyalty.”

(Source - GMC Software Technology Comment)  

 

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