16 January 2015
Nationwide Building Society has once again outperformed all high street banks and building societies in the UK Customer Satisfaction Index (UKCSI).
The index, which is shaped by customers’ experiences of more than 200 UK organisations, shows Nationwide in 6th place, maintaining its lead over all other high street financial services providers.
The index, which is carried out twice a year, is the Institute of Customer Service’s national measure for customer satisfaction. It provides insights into the state and direction of customer satisfaction at a national level, across 13 key sectors and for individual organisations.
Nationwide is one of seven organisations that have consistently scored over 83 (out of 100) in the UKCSI since January 2013.
Jenny Groves, Nationwide’s Director of Customer Experience, said: “This is excellent news and it shows all the work we’re doing in this area is consistently paying off, as once again we are the best of our peer group for customer satisfaction.
“We’re constantly looking at ways to improve our customers’ experience every single time they interact with us – whether this is in branch, on the phone or through our digital channels such as our online bank or mobile app. When we receive great feedback such as this UKCSI ranking it makes us even more determined to find ways of improving our already excellent customer satisfaction levels.”
Jo Causon, CEO of the Institute of Customer Service, said: “I would like to congratulate Nationwide on its achievements in the 2015 UKCSI. This year’s results show evidence of the fast paced and challenging environment that organisations are facing.
“The UKCSI shows that there is huge potential for organisations to drive growth, brand loyalty and trust through improving customer service. Customers expect an ongoing dialogue and relationship with organisations – rather than to be treated just as part of a transaction – using a mixture of new and existing channels to engage. With this in mind, it is clear that organisations need to look more closely at the experience they are delivering to customers in order to identify how it can be improved.”
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