Lloyds considers improving service and redress for wealthier customers
Lloyds Banking Group is considering plans to prioritise wealthier customers by offering them better service and more compensation for problems in an attempt to boost returns over the next four years.
In an internal presentation, seen by the Financial Times, the bank suggested the top 5 per cent of customers it regards as most valuable could have their phone calls sent to the “most experienced colleagues” and be awarded “higher . . . complaint payments” when they had grievances.
Customers in the next 20 per cent in terms of the money they held with the bank would be given branch appointments on the same day, shorter call answer times, and a more flexible approach to borrowing decisions under the proposals.
This story originally appeared on: Financial Times - Author:Emma Dunkley
