This week is the launch of the Adoreboard Customer Experience Index: UK High Street Banks report.
Adoreboard has analysed UK bank customers’ tweets related to customer service for the last six months of 2016. The analysis reveals which banks provide the best and worst customer experience, and what aspects drive the emotional highs and lows for each bank. Produced by Adoreboard’s Data Scientists, based at Queen’s University Belfast, the detailed study provides a fascinating insight into how the top UK banks are perceived. This report outlines the important steps which industry leaders need to take in order improve customer experience and maximise brand reputation with the use of data analytics.
The research reveals four important lessons crucial for good customer experience:
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