Accounting Firms

Grant Thornton names ‘leading customer experience’ businesses in finance

Financial advisor Grant Thornton UK has announced the “highest performing” financial services businesses, as scored by customers. 

The winners were announced in its inaugural  Customer Loyalty and Experience Awards (CLIX).

The index which has run for seven years surveys customers from the financial services sector in order to “benchmark the performance of businesses across a range of customer-centric metrics”. 

The survey measured customer net promoter scores (NPS), as well as perception of trust and value for money across a variety of demographics. 

Over 20,000 individual customer responses were gathered across 100 brands, of which 85 were financial brands. 

The following categories were awarded:

  • Best Customer Loyalty and Experience
    • Retail Banking: Nationwide Building Society
    • Investment Management: St James’s Place
    • General Insurance: NFU Mutual
    • Life & Pensions: Royal London
  • Best Brand Affinity: First Direct
  • Best for Purpose: Monzo
  • Best for Ethical: The Co-operative Bank
  • Best for Data: Nationwide Building Society

David Royle, financial services partner at Grant Thornton, said: “The Grant Thornton Customer Loyalty and Experience Index (CLIX) is a data rich and interactive platform for our clients to directly measure and analyse their customers experience of interacting with their brand, and the ensuing loyalty and brand affinity this generates. 

“By comparing performance against their peers and competitors over time they can identify the impact of their investment and where more effort is required, drilling into their target customer segments, channel and product.” 

He added: “In extending the research to top performing FinTechs and Retailers our clients can compare themselves against world class digital and physical customer interaction.”

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