Lloyds Bank is a British retail and commercial bank that offers personal financial services. According to them, they have been helping the people of Britain with what is important for more than 250 years. But, unfortunately, some customers feel alienated.
Why do we say this?
The topic “create account” occurred in 9% of the reviews and has an average grade of 1,27 / 5, which is lower than the overall average grade of 1,51 / 5 for the project. It was mentioned by some customers, that it was very difficult and time-consuming to create a bank account.
This leads us to the topic “suspicious transactions” that has an average grade of 1,44 / 5 and occurred in 36% of the reviews. Customers claimed that their accounts were canceled without any warning. It was also mentioned that some requests to close an account were ignored. It seems that several customers have not received help to stop transactions that seemed suspicious. Some also had issues to make transactions when being overseas, or they were charged extra.
The topic “customer care” occurred in 26% of the reviews and has an average grade of 1,50 / 5. Some customers claimed that they had been treated badly by customer service, who had been rude and condescending, not making an effort to assist them.
Lloyds Bank may need to think about how they portray themselves to customers. With an appalling customer service that’s unwilling to help, it may appear as if they’re not on their customer’s side, also that they’re a fraudulent bank.
In conclusion, it could be that Lloyds Bank need to change their current administrative system. Their main goal would be to act as fast as possible when something’s threatening, the safety of their clients’ bank accounts.
They may also need to find a solution that will allow creating, canceling and unblocking accounts more efficiently. As a result, they could avoid customers having to be stranded without money.
Get Started for Free
Learn about our AI-powered text analysis tool in a Personal Demo.
Then get a Free Trial to test-run Gavagai Explorer using your own data.
The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.
Want to try this kind of analysis on your own data?
Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.