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Which? Bank Employees Survey

Survey of customer-facing bank employees on behalf of Which?

  • 78% of bank employees surveyed say that there is more emphasis on the need to provide good customer service than on the need to sell.
  • However, a quarter (26%) say that they feel pressurised into selling by the culture in their bank.

Further information available on request.

Date Published: 14/08/2015

Categories: Consumer | Financial Services | Professionals | UK

Client: Which?


ComRes interviewed 383 customer-facing bank employees between 6th May and 21st July 2015. All respondents had daily interaction with customers and were no higher than middle level management. All respondents worked for one of the five main retail banking groups:

  • HSBC
  • RBS (including Royal Bank of Scotland and Natwest)
  • Lloyds Banking Group (Including Lloyds Bank, Halifax and Bank of Scotland)
  • Santander
  • Barclays
  1. Which_Bank-Employees-Total-Tables_August-2015_Publication 0.02 MB.

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