Your feedback helps us understand what matters most to our customers. Whether it's a suggestion, compliment or concern, it helps shape the improvements we make to our products, services and communications.
Feedback doesn't simply sit in a report or spreadsheet. We regularly review what our customers tell us, look for common themes and identify opportunities to make things better.
Here's a closer look at how we listen, learn and take action on the feedback we receive.
Feedback is gathered from surveys, customer calls, complaints, website feedback and online reviews.
Our teams look for recurring themes, trends and opportunities for improvement. We review both positive and negative feedback to understand what matters most to our customers.
Customer insights are shared across the business and discussed in forums dedicated to our customers, where teams prioritise improvements and support good customer outcomes.
Where improvements are identified, actions are tracked and monitored to help ensure meaningful progress is made.
Customers told us they wanted more support as their accounts approach maturity. In response, we improved our maturity communications by clarifying key information and adding reminder messages, helping customers feel informed and supported when making savings decisions.
Customers told us that speaking to someone quickly is important. We reviewed our telephone service standards and introduced a lower average wait time target to help deliver a faster and more convenient service.
Feedback, surveys and customer journey analysis highlighted opportunities to make our website easier to use.
As a result, we've improved signposting, expanded our FAQs and introduced dedicated support areas, such as our Staying Safe Online and Bereavement hubs, making important information easier to find and helping customers complete tasks more efficiently.
We ask for feedback at key points in the customer journey, such as when accounts are opened, reinvested or closed.
We also use short surveys on our website and online banking to understand how easy customers find key journeys.
Customers can tell us whether our FAQ pages answered their question. If not, we'll direct them to other ways to get in touch. This helps us understand where our content could be improved in the future.
Our Customer Services team speaks to customers every day.
Feedback from calls, secure messages, emails and complaints helps us understand customer experiences and identify opportunities for improvement.
Reviews left on independent platforms give us valuable insight into what's working well and where we can improve.
We regularly review customer comments and ratings to identify trends, celebrate positive feedback and help shape future improvements.
Customers can share feedback or raise a complaint through our Help and Support section.
By understanding how customers use our website, we can see what's working well and where improvements may be needed.
This insight helps us identify common pain points, improve navigation and make it easier for customers to find the information and support they're looking for.
Customer feedback plays an important role in helping us improve our products, services and customer experience. While not every suggestion leads to an immediate change, every piece of feedback is reviewed and considered.
Thank you to everyone who takes the time to share their thoughts. Your voice really does make a difference.
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