Major banks behind internet banks on customer satisfaction, says Which? survey


Major banks behind internet banks on customer satisfaction, says Which? survey

Nick Booth

A Which? survey of 4680 of its members has found that the big four high street banks - Barclays, HSBC, Lloyds TSB and NatWest - trail behind internet and telephone banks for customer satisfaction.

Elizabeth Gooch, CEO of eg solutions, a banking technology expert, said banks have only ever used technology to save money. "It is time they listened to what customers want, and build systems to deliver that. Instead, they seem to install systems, and get the customers to adapt to them. Which is what happened in online banking."

However the likes of Smile, First Direct, Cahoot, Intelligent Finance (IF) and Alliance and Leicester's Premier Direct offering should not be too complacent, warned Gooch.

"Online banks offer a commodity service, so it is pretty easy to cater for that. If you want something more complicated, such as a mortgage, then customer service becomes vital. And when it comes to offering good service, the banks have a lot to do," said Gooch.

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