LLOYDS TSB AND REPUTATION

v  DOES THEIR ONLINE ‘ABOUT US’ RUN PARALLELL TO THEIR REPUTATION IN THE SCOTSMAN?

[LLOYDS TSB ONLINE]

ABOUT US/WHAT WE ARE DOING:
Explains how important online safety is stating that they use state of the art anti-fraud systems to identify unusual activity.  It then goes on to explain their fraud guarantee:

“We guarantee to refund your money in the unlikely event you experience a fraud with your internet banking.” (LLOYDS TSB)

SCOTSMAN:

An article in the SCOTSMAN stated that Lloyds TSB had some of the best online security (claimed by a consumer group) (Burridge, 2009).

[LLOYDS BANKING GROUP]

ABOUT US:

v  Largest retail bank in the UK with strong positions in a number of sectors: one in 3 bank with us.

v  “Our goal is to be the best financial provider in the UK. We believe this means we must build a leadership position not on the basis of scale but on the foundations of reputation and recommendation.” (LLOYDS BANKING GROUP)

SCOTSMAN:

An article in the SCOTSMAN stated that according to a survey, of 4,000 customers, carried out by a consumer research organisation, the Bank of Scotland and Lloyds TSB were the lowest-rated banks.

According to the survey, the three biggest complaints from customers were about fees and service charges, poor customer services and the way transactions were carried out. Internet and telephone were also both ranked below average for Lloyds TSB (Smith, 2010).

 v  DOES THEIR ONLINE ‘ABOUT US’ RUN PARALLELL TO THEIR REPUTATION IN THE SCOTSMAN?

All in all this suggest a mixed result as it seems Lloyds TSB Online, in 2009, were ahead of the game in terms of their online security. Therefore, their corporate identity ran parallel to their reputation in the SCOTSMAN newspaper. However, in 2010 the Lloyds Banking Group was criticised for many reasons, including their online banking services. It seems that the Lloyds Banking Group haven’t quite mastered ensuring their reputation runs parallel to their ‘about us’ and overall corporate identity.

BIBLIOGRAPHY

Burridge, N., 2009. Major banks criticised for their poor online security. Edinburgh: THE SCOTSMAN.

LLOYDS BANKING GROUP, 2012. LLOYDS BANKING GROUP: about us. [Online]
Available at: http://www.lloydsbankinggroup.com/about_us.asp
[Accessed March 2012].

LLOYDS TSB, 2012. Security Improvements We've Made: Our Fraud Guarantee. [Online]
Available at: http://www.lloydstsb.com/security/security_improvements_we_have_made.asp
[Accessed March 2012].

Smith, C., 2010. More customers keen to switch as high street banks slated on service. Edinburgh: THE SCOTSMAN.