News release

Financial services firms recognised for leading customer experience

Leading business and financial adviser Grant Thornton UK LLP is pleased to announce the highest performing financial services businesses, as scored by customers, in its inaugural CLIX (Customer Loyalty and Experience) Awards.

Grant Thornton’s seventh annual customer loyalty and experience index (CLIX), surveys customers from both the financial services sector and beyond to benchmark the performance of businesses across a range of customer-centric metrics. This included gathering customer net promoter scores (NPS), channels used and channel preference, and perception of trust and value for money – among others, across various demographics. Over 20,000 individual customer responses were gathered in 2019, across 100 brands – 85 of which are financial service brands.

Based on the findings of the 2019 research, Grant Thornton identified the standout financial services sector performers that customers gave top scores across the following categories:   

  • Best Customer Loyalty & Experience
    • Retail Banking: Nationwide Building Society
    • Investment Management: St James’s Place
    • General Insurance: NFU Mutual
    • Life & Pensions: Royal London
  • Best Brand Affinity: First Direct
  • Best for Purpose: Monzo
  • Best for Ethical: The Co-operative Bank
  • Best for Data: Nationwide Building Society

David Royle, Financial Services Partner at Grant Thornton UK LLP, commented: “The Grant Thornton Customer Loyalty and Experience Index (CLIX) is a data rich and interactive platform for our clients to directly measure and analyse their customers experience of interacting with their brand, and the ensuing loyalty and brand affinity this generates. By comparing performance against their peers and competitors over time they can identify the impact of their investment and where more effort is required, drilling into their target customer segments, channel and product. In extending the research to top performing FinTechs and Retailers our clients can compare themselves against world class digital and physical customer interaction.”

The winners were announced at an event hosted at Grant Thornton’s Finsbury Square, London office on the evening of 26 November 2019.