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Customer satisfaction research

Our 2011 overall Customer Satisfaction Index has risen by 1.3% from last year to 86.2% (84.9% in 2010) and we’re delighted about this noticeable improvement. This now places The Co-operative Bank in the top 17% of all companies within the UK for customer satisfaction*.

We have carried out corporate banking customer satisfaction surveys every year, for the past 12 years to ensure that we are maintaining a high quality customer service. Your feedback also helps us to identify opportunities where we can improve our products and services, so that we can continually evolve to meet our customers’ changing needs.

This year’s figures continue to reflect that relationship banking really is at the core of our corporate banking proposition:

  • 91% of customers find it easy to contact their Relationship Manager
  • 89% of customers feel that their Relationship manager understands their organisation
  • 91% are happy with their Relationship manager’s expertise
  • 91% of our customers said that their relationship manager keeps their promises and commitments
  • 80% of customers would be extremely likely to recommend us to others

Following previous customer feedback, we have invested a significant amount of time and resources improving our telephony, payment resolution and processing systems which have now received higher ratings. We also received higher satisfaction levels for our complaint handling, 10% higher than other banks*.

We are continuing to work hard to make banking with us easier and more convenient and are currently conducting reviews of key processes to simplify documentation, reduce timescales and improve service. In addition, whilst our new Financial Director package is now online, a programme of work is currently underway to introduce further enhancements throughout 2012.

As always if you have any feedback on our service, we would like to hear from you. You can call us on 0800 587 2864 (call charges) .

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Read more about our 2011 Corporate Customer Satisfaction Survey results (document opens as a PDF in a new window)
(These will open as PDFs in new windows).

The Customer Satisfaction Survey 2011 was conducted by independent research agency The Leadership Factor. A random sample of 547 corporate customers were interviewed in September 2011 about the levels of service they receive from The Co-operative Bank. *Source data: The Leadership factor’s database of survey results.