Customer feedback drives growth

As a market-leader in the finance industry, we use customer feedback to shape both our service and products. An approach that has driven significant growth, with us now providing a loan every 60 seconds. 

Using Feefo to share our customer reviews in real-time, our transparent approach has won us a number of accolades and awards, including being voted the UK’s best direct loan provider 2015 by Your Money for the second year running.

Chris Mellor, Head of Customer Service says: “Real-time customer feedback, whether through channels like Feefo or social media, have the ability to create a real step change in the finance industry, allowing us to deliver a service that is more responsive to our customers' needs.

“This is particularly important to our retail partners, where we use the feedback to help shape more targeted offers and products, creating a streamlined experience across all channels, which is better for the customers and the retailers.”

As the only personal loan provider to publish customer feedback on our website in real-time, we're allowing customers to make informed decisions about using our service.  Plus we use the information to constantly improve our service levels, and we currently have a 98% customer satisfaction rating.

We also use Touchpoint to measure customer satisfaction for our retailers. The system monitors feedback after events such as quotation, order placement and delivery and the information is used to help shape retailer offers and address any service issues at an early stage.

We then collate all feedback into a web-based reporting system to identify trends and respond to our customers' concerns. The process is highly flexible, and allows questions to be tailored to ensure they are relevant and meaningful.