PPI was not the only issue though.
Lloyds Bank Group remained the most complained -about financial group as grievances climbed 146% to 860,000 according to the London Evening Standard. But those complaints`were spread across its many different brands .
Lloyds Customer Services Director was quoted by Simon Read in the Evening Standard 27th Sept 2012 :-
" We understand that there is still work to do, but the figures show that relative to the number of customers we have fewer complaints than any other bank ( Lloyds has 1.4 complaints per 1000 accounts compared with Santander 5.2%)"
The Standard went on quoting that the Nationwide Building Society with 17,269 complaints about its banking services - had just 0.7 complaints per 1000 customers.
The FSA reported that complaints about banking services across the sector rose 5% although only 47% were upheld well below the average.
However one analyses this data , Customer Service is a critical topic for the financial sector at the moment.
Indeed the then RBS boss Stephen Hester summarised the situation
" Banks have simply not been good enough servants of their customers in the recent past. We have to address the root cause of the industry's failing"Similarly Barclay's Chief Executive Anthony Jenkins
" I do believe that Barclays has a significant job to rebuild trust - but I'm also confident that we can.It goes back to what we do: if we serve customers and clients in a way that is socially useful, then we will rebuild that trust."
"I'm on record as saying that the industry and to some extent Barclays did lose sight of the customer and it's our job to put the customer back at the centre of everything that we do"
|Individual Complaints to banks|
|Various titles given to the assistants to the "Chief Customer Officer" |
by Salesforce.com, netApp, Cisoc and Vanguard
showing the importance given to Customer Service
I found this surprising as the USA has a good reputation in customer service in many people's minds.
I went on line and took a look at Zappos
|Zappos family Core Values |
example of Customer Service Culture
I took this from their website ( my highlighting and underlinings)
" We understand that there is still work to do, but the figures show that relative to the number of customers we have fewer complaints than any other bank "
I 'googled' for the opposite to WOW - it came up with FLOP !
So let's wow them whether we are the new head of RBS or a workaday sales professional.