Only recently has Lloyds TSB been over taken as the UK’s most complained about bank. It held the record for several years running and my personal experience with the bank can attest as to exactly why. I asked Lloyds to do something very simple for me that has now escalated into a 8 month battle to try and remove me accounts from their clutches. Here are just five areas where their customer experience fails.
1. No accountability
Every time you call, a different relationship manager is assigned. This happens even if you request a certain individual. Each new person inevitably has difficulty understanding the back-story, the notes written by several other individuals and ultimately why you are so frustrated. Calls are dealt with on a once-off basis and there seems to be no concern over what happens to the issue or the customer thereafter.
2. Never proactive
In my experience Lloyds TSB will not commit to calling you back, even when requested to do so on an important subject. It seems that making outgoing telephone calls and following up in a proactive manner is verboten at the bank.
3. Inconsistent knowledge
One relationship manager will tell you that the process is X where as the very next one will tell you it is Y. It is very difficult to get to the true view of how the system works and what you are supposed to do to have your requests processed correctly.
4. Unreliable communication
The various departments at Lloyds TSB Commercial Banking seem to work completely independently and do not communicate important outcomes to each other. Lloyds TSB is also a veritable Bermuda Triangle for Royal Mail and TNT. In frustration I once sent five copies of the same letter only for the bank to deny receiving any of them (and don’t worry I had the correct address).
5. Defensive rhetoric
With only a few exceptions, relationship managers at Lloyds TSB tend to give generic and deflective answers. I've experienced one manager go on offensive in an aggressive fashion, which is never aceptable. Their policy also to refuse requests to be transferred to a supervisor. I was even told that it was not possible to wait until they were free to talk.
All of this is very stressful, inconvenient and expensive to deal with especially when you live abroad. Therefore, Lloyds TSB commercial banking gets an NPS score of 0.
I bled for Apple this week. The sharp edge of the aluminum under-casing on my Magic Mouse made a tiny cut on my thumb when I tried to retrieve it from my pocket. Ok, I'm sure that many of you are citing user error in this case. Why oh why was the mouse in my pocket for a start? The reality is that in today's flexible office environments sometimes you have to pack up your stuff and move to another desk or meeting area. Having my hands full at the time I stuffed the mouse into my pocket for convenience, only for it to attack me when I tried to remove it from its cozy den. The paper-cut-like gash produced a surprising amount of blood but what hurt more was the feeling that an Apple product hadn't been designed well enough to prevent injury to its loyal owner. I shed a tear.
I'm Frank Gaine. Strategist, Designer, Manager, Founder, Educator.