Thursday, 16 August 2018

RBS 'Must put up posters revealing it ranks worst for customer service'

This from today's Times...





...or, to use the modern version of a consumer survey...






...Google reviews.


We are only mildly surprised that the CMA chose to commission a survey, when there's one already out there, available to all: Google reviews. How about a survey based on them?


Here's First Direct (the 'winner' in the CMA survey)...






...not perfect, but what bank is? 


Of course, the results would be far more accurate - and valuable for consumers - if these banks proactively invited their customers to post reviews to Google.



The full list...




...and the results published on RBS's own website...




...and here's the poster (actually two posters, one for personal accounts, one for business accounts), right in your eye-line in branch...




And the lesson for every business to take away from this? Customers are seeing the very same thing - albeit without the CMA rider - every time they do a search on Google...





Angel Plumbing would appear to be the RBS of plumbers in Islington. What impression is this creating amongst their potential customers? How about 'Just as bad as if they put their Google score on the side of their van'?

No comments:

Post a comment

HelpHound is all about feedback, so please feel free to comment here...