TSB crashes to the bottom of our customer service poll - MSE News

Former_MSE_Naomi

TSB has crashed to the bottom of our banking customer service poll with almost half of those who rated it describing its service as 'poor' over the last six months...

Read the full story:
'TSB crashes to the bottom of our customer service poll - check how well your bank did'

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JuicyJesus

Having a complete systems meltdown where peoples' accounts get corrupted because of your poorly-run IT services will do that...

soulsaver

What a surprise..
And yet another TSB thread.. :yawn:

eskbanker

And in other breaking news, MSE presents an exclusive expose into the arboreal defecatory habits of ursine mammals....

pochisoldi

JuicyJesus wrote: »

Having a complete systems meltdown where peoples' accounts get corrupted because of your poorly-run IT services will do that...

Yes their IT systems failed miserably, and their ongoing attempts to fix things are poor, but there is absolutely no excuse for their customer service failings.

I've always said, good companies never make a mistake, great companies make mistakes but handle them well. So you have a perverse situation where a company that makes the occasional cockup can actually look better than one that is perfect. What's perverse about TSB is that they seem to have decided that "mistake handling" is not worth it, and gave up trying even trying to save their reputation.

colsten

As one of the lucky people who wasn't locked out and had no account gone missing, I am still quite happy with TSB. Particularly since they are now paying me 5% interest on my current accounts. I hope they will fix the remaining issues for those who had trouble, and I am sure they will be paying out handsomely to those people.

Now can they get their act together and make online applications for their Monthly Saver available again.

eskbanker

colsten wrote: »

I hope they will fix the remaining issues for those who had trouble, and I am sure they will be paying out handsomely to those people.

It's actually spelt G R U D G I N G L Y

peterbaker

Interestingly, perhaps taking a leaf out of MSE's book, FCA have now mandated that banks should publish comparative Service Quality Information (SQI) on their websites: https://www.fca.org.uk/news/news-stories/making-it-easier-use-and-compare-current-accounts

Sea_Shell

I saw a TSB ad on TV yesterday for the first time in ages. They obviously pulled them during the troubles, but are risking dipping their toes in the water once more!!

eskbanker

peterbaker wrote: »

Interestingly, perhaps taking a leaf out of MSE's book, FCA have now mandated that banks should publish comparative Service Quality Information (SQI) on their websites: https://www.fca.org.uk/news/news-stories/making-it-easier-use-and-compare-current-accounts

Yes, this arises from a consultation last summer and was confirmed at the end of the year - it'll make a welcome change to have hard statistical facts available for measuring banks rather than all the subjective opinions that get bandied about, and in particular the farce that is the bi-annual love-in for FD on the MSE polls....

robin58

All those banks or other companies who always apologise about there failings with insincerity should be made to self flagellate at thier annual stockholders meeting.

Should be in full view of the shareholders.

That should focus the minds of the board.