KPMG Nunwood
Publications

UK Customer Experience Excellence Analysis 2017

John Lewis Finance

2017 UK Financial Services

John Lewis Finance is a new entry in the UK Customer Experience Excellence rankings and takes second place in 2017. A member of the John Lewis family of brands, and a subsidiary of HSBC[1], the company provides insurance, its own credit card service (known as the Partnership Card), money transfers, and foreign currency exchanges. 

The pillar of Integrity is important for the organisation as a whole, and John Lewis Finance benefits from the brand halo that emanates from the retail arm of the organisation.  Indeed, the John Lewis shops use the slogan "never knowingly undersold," and this principle seems to be relevant to John Lewis Finance as well. "For over 150 years, Britain has trusted John Lewis to deliver quality products at competitive prices..." the brand states on its website. "Which is why when it comes to financial services, you can also trust us to deliver peace of mind. We've created John Lewis Finance to support you through the big events in your life, and all the little moments in between."[2] It is also worth noting that Integrity is the strongest pillar for the organisation, with the brand scoring 8.54. As one customer commented: "I had a flyer about insurance and when my home insurance was due I compared their offer to other quotes... I felt the John Lewis Finance offer was better value for money and I hope they bring their usual ethos to dealing with me, so decided to go with them."

John Lewis Finance also performs strongly in the pillar of Expectations where it scores 7.97, and Resolution, where it scores 7.87.

[1] https://www.johnlewisfinance.com/partnership-card.html

[2] https://www.johnlewisfinance.com/about-us.html

Company Profile

For over 150 years, Britain has trusted John Lewis to deliver quality products at competitive prices with an unmatched level of customer service on the high street. Which is why when it comes to financial services, you can also trust us to deliver peace of mind.

We've created John Lewis Finance to support you through the big events in your life, and all the little moments in between.

From a custom-designed Partnership Card, Loans and Insurance to protect the things you love, as well as price-matched Foreign Currency and Money Transfers, your complete satisfaction is always our goal.

Source

http://www.johnlewisfinance.com

+11%

Personalisation

+15%

Integrity

+14%

Expectations

+12%

Resolution

+12%

Time and Effort

+11%

Empathy

vs industry average