BVA BDRC’s inaugural financial services awards; Nationwide Building Society and First Direct win big28/02/2018 By Mark Long
We are proud to announce the winners of our inaugural financial services customer experience awards, taken from our 2017 Moments of Truth benchmarking study.
Our study, now in its fourth year, saw 30,000 customers interviewed online and utilised video insights to obtain in-the-moment customer sentiment. It allows our clients to view their customer experience ratings in a competitive context, and really understand the factors driving customer advocacy (NPS).
Nationwide Building Society took home a number of awards; they achieved the highest levels of recommendation for Mortgage Application Service, Existing Mortgage Service, Declined Card Transaction Service, Personal Detail Changes and High Street Branch Service. First Direct was similarly successful, taking home another five awards - including the top rated Mobile Banking App award and the Mobile Payments Service award.
Coventry Building Society delivered two of the highest rated customer experiences, ISA Transfer Service and Savings Account/ ISA Opening, whilst TSB, Halifax, Barclays, Virgin Money and American Express all took home an award for a top-rated service at the moment of delivery.
In addition to the established providers, our research programme collects advocacy ratings for new digital-only and high street challenger banks such as Atom and Metro Bank. As these brands expand their presence, it’s likely that the composition of our awards will look very different this time next year.