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The Co-operative Bank*
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Partners |  Partnership Report 2002 |  Our Performance |  Home
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The Bank and its
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Financial Statements 2002
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Partners : Customers
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who
The Co-operative Bank has approximately 2.23 million personal and corporate customers (2001: 2.24 million). The decrease in stated customer numbers results from a periodic routine exercise to close unused accounts. Account numbers continue to increase as 'active' customers open additional accounts. There are 2,937,000 (2001: 2,865,000) personal accounts and 92,000 (2001: 90,000) corporate accounts. In addition to retail customers, the bank derives income from the structure of the balance sheet, execution of customer and inter-bank business and proprietory trading. For a full list of products and services visit the bank's website i. customers
priorities and performance measures
Focus groups and survey research undertaken with personal customers on service issues indicated the following as important issues for consideration:
  • Service
  • Relationship
  • Values
(Source: BDRC Customer Research 2000) Focus groups and survey research undertaken with corporate and business customers on service issues indicated the following as important issues for consideration:
  • Service
  • Relationship
(Source: Dataquest Customer Research 2001) Reported data is drawn from a range of independent research undertaken by BDRC (follow this link for details of the personal customer research) and Dataquest during 2002 (follow this link for details of corporate customer research). For comparative data, MORI Financial Services is quoted (follow this link for MORI Financial Services Comparison). With regard to 'Values', there are further details of: ethical and ecological financial screening (follow this link for details of ethical and ecological screening); tailored ethical products and services (follow this link for more information on our ethical products and services); access to premises - disability; access to products and services - disability (follow this link to the Diversity: Customers page) and tailored ecological products and services (follow this link for more information on our ecological products and services). 		*
  1. www.co-operativebank.co.uk
To follow any of the links mentioned within the Partnership Report 2002, please visit the links page.
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The above data and commentary has been audited by ethics etc...
Data, commentary and performance assured in accordance with AA1000as.