Which? - The 10 worst banks for customer service - and the 10 best

G_M

I take your point morg_monster, but you don't actually know that Which used excusively the opinions of Which? members. Or do you....?

storminbalder

malcolmcoles wrote: »

The first part is true.
But the survey was a proper survey using a representative sample (disclaimer: used to work at which). yes it's of which members, but if you were thinking of switching banks, why would you not rely on this data.
There seems to be a slightly odd attitude there that the survey results of several thousand people should be discounted in favour of a couple of people's individual experiences.

Yes. I wwas wondering about this too.

Generally, when there is a lot of complaint about a service, it is generally because it's rubbish - not because people are on "a bandwagon"!.

A survey can be a very helpful and accurate resource if done correctly - as one would expect from Which.

It would seem that they have got their findings correct as well.

jayremoh

abbey are the most incompentant bunch of fools ive ever had the displeasure of dealing with.

the182guy

Just called Halifax to upgrade my current account to the Reward current account and the sales assistant was really nice but didn't know much. I asked if I can upgrade without getting a new account number and card and he put me on hold to go ask (to 5 mins) returned and said "it's gone through", i asked the question again and he put me on hold again to go ask. Returned quicker and said everything stays the same.

newfoundglory

I dont like to !!!!! about a bank, but Abbey really do deserve to be at the top of the worst table.

supersavor

the182guy wrote: »

Just called Halifax to upgrade my current account to the Reward current account and the sales assistant was really nice but didn't know much. I asked if I can upgrade without getting a new account number and card and he put me on hold to go ask (to 5 mins) returned and said "it's gone through", i asked the question again and he put me on hold again to go ask. Returned quicker and said everything stays the same.

depends really if you came through on a service line its not there job to know about the product and they can and are the right people who can change the account.

if you came through to a sales line its not there job to upgrade to the reward as mentioned thats a servicing job .

sales people are there to sell this may help any confusion.

many of the upgrade calls are coming through to the sales team they have targets to meet and are rightly annoyed when this happens:rolleyes:

olly300

morg_monster wrote: »

As a statistician.... I would like to see the sample size within each category for this survey.
Also they can take into account many things but one bias they can't take out is that it is solely the opinions of Which? members. I would say that is a pretty select part of the population.

I would also like to see how they worded the questions.

I've completed quite a few surveys and read how the results have been:
1. Interpreted by the company that has done the survey in their report
2. Interpreted from the survey company's report by the media.


Oh and banks/building societies who:
1. Operate most of their current accounts online
2. Use UK based telephone operators
Are likely to voted as having better customer service as customers don't have to interact with branch staff as much.

simon_templar_2

You can make stats read a variety of ways. You could probably make some stats show that Ronaldo is not a cheating, diving !!!! when in fact he is!

PROLIANT

From statistical analysis you can derive three different result sets from the data; the mean, mode and median, so you can make the "statistics look as good - or as bad as you want.

Bernie

GrammarGirl wrote: »

I spoke to a manager who took the exact date and time of my phonecall and went to 'investigate'. He later told me their 'records' proved I had been granted a refund on charges and 2 days later the amount was back in my account.

I totally agree with your anger at this shoddy treatment - but I also respect the integrity of the manager who did check the records, confirmed the call was made and refunded as agreed. Good on him!

I think I would have pressed the manager for a letter of apology from the person who was so rude to you... it would have been a "Hulk" moment for me too...

:beer: