According to moneysupermarket.com, whilst energy suppliers and estate agents are bottom of the pile, banks were next up, followed by mobile/broadband suppliers and then building societies. Consumers feel they get the best service from hairdressers and hotels.
Kevin Mountford, head of banking at moneysupermarket.com said: "It is a shame to see financial service providers, like banks and building societies, fairing so poorly when it comes to service. Whilst banks and building societies have taken a beating due to the economic downturn this isn't any excuse for poor service.
"Providing a top quality service to customers is something far too many providers fail to see the benefit of. Yet a reputation for bad service can be difficult to shake off, and many more consumers are feeling empowered enough to switch providers if they have a bad experience. The main problem stems from the fact that the industry has gone down the automated route and as a result has lost some personality. However to bring service back in play could see an increase in cost and indirectly consumers may suffer as a result of reduced rates.
"The world of hairdressing may seem far removed from personal banking, but providers shouldn't dismiss their place at the top of these rankings. Hairdressers are well known for being friendly, chatty and personable - which can't be said for many banks, and yet it is not something that would be impossible for them to achieve. The art of good customer service need not be so tricky, simply by moving off the script and talking to customers in a more personal, sympathetic way, banks could do a lot to improve the way they are perceived."
Additional research into the service offered by supermarket banks shows that consumers will not be expecting the likes of Tesco Bank and M&S Money to offer a better service than the traditional high street banking brands, despite supermarkets featuring higher up the service league table. Just 10 per cent said they felt supermarket banks would offer a better service than high street banks, with 20 per cent claiming the reverse.
