I made a similar suggestion to this in response to a post on the Starling forum so thought I’d share it here too:
Some banks (I’m looking at you, First Direct) shout about Customer Service and not having to speak to a ‘robot’ but what if challenger banks like Monzo went one step further and shared stats for Customer Service response stats like:
- Average/quickest/slowest response times for chat & email
- The same for calls + % of calls answered within 20 secs and maybe some call abandonment stats
These (especially answering calls within 20 secs) tend to be industry standard KPIs for monitoring response times.
I know Intercom chat shows a ‘typically responds in x hours’ stat but I think Monzo would be ahead of the game if they shared some sort of public dashboard for CS queries. I know I’d be more likely to join a brand new bank if I knew they’d reply to my queries or answer my calls in x mins/secs.
What do we think?