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Page Background Question 1 Results Question 2 Results Question 3 Results Question 4 Results Question 5 Results

Question 6 Results

Question 7 Results Question 8 Results Question 12 Results Question 9 Results Question 13 Results Question 10 Results Question 14 Results Question 11 Results Question 15 Results Question 16 Results Introduction

10

Question 6 Results

The Co-operative Bank believes that treating

customers fairly is a fundamental value of an

ethical bank. Which of the following actions do

you believe are most important in ensuring that

The Co-operative Bank treats customers fairly?

• The following five actions received the greatest support from

customers in the poll:

1) Ensuring that bank charges are fair and proportionate

(82%)

2) Basing pay and rewards for branch and customer service

staff on quality of service rather than volume of sales

(74%)

3) Providing guidance and support to customers in financial

difficulty

(67%)

4) Ensuring we always explain fees and charges in plain

language that customers can understand

(65%)

5) Not charging you if you go overdrawn by mistake

(51%)

Ensuring that bank charges are fair and proportionate

82%

Basing pay and rewards for branch and customer service staff on

quality of service rather than volume of sales

74%

Providing guidance and support to customers in financial difficulty

67%

Ensuring we always explain fees and charges in plain language that

customers can understand

65%

Not charging you if you go overdrawn by mistake

51%

Rewarding customer loyalty by offering long-standing customers

access to exclusive products and services

45%

Viewing our relationship with our mortgage customers as a

long-term commitment and treating customers accordingly

36%

Improving how we publish our rates, fees, charges so customers

can understand and compare them as easily as possible

36%

Helping customers through financial education

36%

Responsible use of introductory rates for products

27%

Other

4%

Don’t know

0%

None of the above

0%

Poll Questions 1-7 Poll Questions 8-16

Links

Values and Ethics

Poll 2014

Poll Results