Banks and energy companies perform poorly in customer rankings

Banks and energy companies took the brunt of consumer anger as both sectors plummeted in the Irish Customer Experience Report’s latest rankings.

IB, which was forced to roll back plans to make 70 branches cashless in July, was among those falling out of favor with Irish customers. AIB fell 51 spots from 74th to 125th, with 25 percent of surveyed customers saying their experience with the bank had deteriorated.

“While both the record €83m fine for the Tracker mortgage scandal and the unwise decision to remove cash services from 70 of its branches – which was ultimately reversed – definitely hurt its reputation with customers, AIB’s CX score is in It’s been down a couple of years lately,” said The CX Company Chairman Michael Killeen.

A further 39 per cent said their experience with Ulster Bank had deteriorated as the bank prepared to exit the Irish market. KBC also plummeted in the rankings, with customers particularly irritated by both bank exits and what they saw as a lack of communication around the process.

“Customers are complaining about the lack of staff, inability to speak to staff over the phone or in person, lack of foreign exchange and cash facilities, and increased fees and charges,” said Mr. Killeen.

However, the Irish Credit Union topped the rankings for the eighth consecutive year.

“They understand better than anyone the importance of balancing the digital experience with the human touch,” said Cathy Summers, Chief Executive of The CX Company.

Customers also expressed dissatisfaction with Irish energy suppliers.

While some of this has been attributed to external factors driving up costs, others have been upset by the lack of customer support, particularly over the phone.

Customers were also confused about billing by energy companies, especially after the first €200 government energy subsidy.

Bord Gáis’ score fell 10.2 percent over three years, with Flogas now sitting sixth from the bottom of the list.

“Customers are upset about the price hikes, but they will not forget to be ignored – that’s another insult to injury,” Mr Killeen said.

Pharmacies enjoyed the post-Covid reputation boost, occupying four of the top 10 spots. The McCauley group took second place.

Supermarkets performed strongly, with Marks & Spencer fourth and Dunnes sixth.

https://www.independent.ie/business/irish/banks-and-energy-firms-perform-poorly-on-customer-rankings-42074080.html Banks and energy companies perform poorly in customer rankings

Fry Electronics Team

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