Moments of Truth 2020 Awards
29/03/2021 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.