MSE News: Santander worst for bank service (again) but RBS close behind

Former_MSE_Guy

"Santander has maintained the unwanted title of being the worst bank for customer service, with RBS also scoring poorly ..."

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Santander worst for bank service (again) but RBS close behind

innovate

Eh? Where do these results come from? When was the poll? Who was invited to the poll?

I have been frequenting this board very regularly for at least 5 months now, and I have not seen any invite to a poll that could be used for customer satisfaction with banks. Must have missed it.

fluffig

innovate wrote: »

Eh? Where do these results come from? When was the poll? Who was invited to the poll?

I have been frequenting this board very regularly for at least 5 months now, and I have not seen any invite to a poll that could be used for customer satisfaction with banks. Must have missed it.

It was on the home page of MSE quite recently. I know what you mean though as I only saw it by chance because, on my laptop screen at least, it was way, way, way down off the bottom of the screen where I'd not normally look.

dalesrider

innovate wrote: »

Eh? Where do these results come from? When was the poll? Who was invited to the poll?
Must have missed it.

according to our twice-yearly poll

I picked it up via twitter.

But it has a slight flaw, in that you can only vote for one bank. Now how many people have more than one.

[Deleted User]

Where did Metro Bank rate? It would be interesting to know their results given that they are supposedly customer-service orientated.

wizk1

In my opinion, Santander's judgement that they have the worst customer service is untrue in my opinion. However, they are the bank that have caused the most problems for me. Recently I opened a savings account which caused me no end of grief as I ended up being locked out of my online banking for a whole weekend because they happened to open my account just as their systems went down. Yes, their computer systems and processes are nothing more than appalling, but I have always found their staff very friendly, understanding and apologetic. In fact, I would go so far as to say that Santander have some of the best staff amongst any of the mainstream banks. Its just such a shame that their qualities are marred by every other aspect of the bank.

roddycam

No surprise to me about RBS getting worse. First Direct are still good but not as good as they were and they need to watch it. My partner tried to open an account with NatWest the other Saturday. They were understaffed and said they couldn't do it then but that they would phone her. She is till waiting for their call so she can tell them to get stuffed. She opened an account with Nationwide the same day with no fuss.

pinkdalek

Does this poll take in to consideration the volume of each banks' customer base? After all the likes of Santander/RBS are more than likely to receive more complaints as they have a larger customer base than the likes of Co-Op Bank/Nationwide.

Also not everyone out there uses their bank based on the service, many people are driven by the offers/products/rates.

I don't bank with Santander, however there is no doubt they offer some headline products with high rates/good value. It would be interesting to see which banks topped polls on best products/value for money.

davethorp

dalesrider wrote: »

I picked it up via twitter.

But it has a slight flaw, in that you can only vote for one bank. Now how many people have more than one.

I noticed this flaw too. I therefore had to vote "Santander - Normally in credit - Great Service" whereas I also wanted to vote "Natwest - Normally in credit - Poor Service" but wasn't able to

pmduk

pinkdalek wrote: »

Does this poll take in to consideration the volume of each banks' customer base? After all the likes of Santander/RBS are more than likely to receive more complaints as they have a larger customer base than the likes of Co-Op Bank/Nationwide.

I believe it works on the basis of complaints per x customers.

pinkdalek wrote: »

Also not everyone out there uses their bank based on the service, many people are driven by the offers/products/rates.

Fair enough, but would they even bother to look a such a poll's findings? There are regularly updated charts of best products, rates etc.

originalbob

I bank with RBS and am keeping a careful eye on the situation as the branch network together with my account is due to switch over to Santander shortly.The moment I get a sniff of a problem, I'm off.....