Moments of Truth 2020 Awards

By Richard Stevenson

We are delighted to announce the following BVA BDRC Moments of Truth awards for 2020. After a very challenging year, we're sure you'll want to join us in congratulating the winners.

In 2020 we interviewed over 30,000 consumers and benchmarked the performance of 87 financial service providers. This unique feedback programme offers fully transparent, branded NPS benchmarks on 20+ key Moments of Truth recently experienced by financial services customers, from generally high incidence experiences (e.g. using online banking or a mobile banking app), to more niche experiences (e.g. applying for a mortgage).

Awards are determined based on a provider's position in the benchmark and underlying sample size. Providers must have a sample size greater than 80 to be eligible for the award.

 

Awards

No.1 Credit Card Opening Experience

American Express

 

No.1 Branch Experience

Coventry Building Society

 

No.1 Complaints Experience

Coventry Building Society

 

No.1 ISA Transfer Experience

Coventry Building Society

 

No.1 Mortgage Contact Experience

Coventry Building Society

 

No.1 Online Banking Experience

First Direct

 

No.1 Overdraft Experience

First Direct

 

No.1 Telephone Contact Experience

First Direct

 

No.1 Current Account Opening Experience

Monzo

 

No.1 Mobile App Experience

Starling Bank

 

Want to learn more about our Moments of Truth programme and what it can do for your company? Get in touch.