View more on these topics

Barclays tops empathy table

Barclays, under the Woolwich brand, has scored top place in the Harding & Yorke mortgage lender league table on customer empathy.

Harding & Yorke launched a benchmark rating in 2004 called the Empathy Rating Index Company which measures how companies make their customers feel and balances this against how they are processed.

The research includes 14 mortgage providers – Abbey, Alliance & Leicester, Britannia, Barclays, Cheltenham & Gloucester, Direct Line, First Direct, Halifax, HSBC, Nationwide, NatWest, Northern Rock, Portman and the Royal Bank of Scotland.

Despite a weak performance in mortgages in 2005 when its mortgage balances slipped 3% to 59.6bn, Barclays, via Woolwich, comes out top for both empathy with customers and how customers feel processed.

Andy Gray, head of mortgages for Barclays, says: “We are proud of gaining top place in the Harding & Yorke league table. This is an endorsement of the work we have done to ensure our customers have the right experience.”

First Direct, followed by A&L, Abbey and HSBC, complete the top five companies for empathy, while Nationwide comes bottom of the league.

A&L, Direct Line, HSBC and C&G also feature in the top five mortgage lenders when it comes to how customers are dealt with.

Jamie Lywood, managing director of Harding & Yorke, says: “Research suggests that simple satisfaction is not enough to win the hearts and minds of customers – this is a given. You also have to make them feel good about you and themselves if you are to secure and hang on to their purses.”


Heritable appoints marketing director

Heritable Bank has appointed Alan Gilmour to the newly created role of marketing director. Gilmour was previously at Lloyds TSB and was responsible for the launch of the combined Lloyds TSB brand following the 1999 merger.

AHIPP dismisses NAEA petition

The Association of Home Information Pack Providers has dismissed the National Association of Estate Agents rebellion against Home Information Packs.Mike Ockenden, director general for AHIPP, says: While we are aware of the recent HIPs petition, which NAEA president Charles Smailes has posted on the Prime Ministers website, we do not see this in any way […]

Former NAEA president rallies industires against HIPs

Trevor Kent, former president of the National Association of Estate Agents, is calling for a meeting of all of those in the property sales industry to present any problems concerning the introduction of Home Information Packs to the government. Kent says: “As of this moment there are just 94 working days before the government is […]

How to balance bottom-up with top-down research in constructing multi-asset credit portfolios

In this short video, Azhar Hussain, head of global high yield at Royal London Asset Management, explains how his team balance bottom-up with top-down research in constructing multi-asset credit portfolios. Watch the video in full The value of investments and the income from them is not guaranteed and may go down as well as up […]


News and expert analysis straight to your inbox

Sign up