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Customer satisfaction uplift for Unity Trust Bank

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Customer satisfaction uplift for Unity Trust Bank

Published: September 29, 2022

At Unity Trust Bank, our customer feedback is important to us. We strive to provide exceptional service and continually look for new ways to improve the banking experience.

That’s why we’re delighted to share the results of our recent research. We’ve seen increased customer satisfaction across the board! The research revealed that 58% of our customers are extremely likely*[1] to recommend us. That’s a 12 percentage point increase since our last survey.

So, what areas of our service do our customers particularly value? What are the key findings from the research and what does this mean for Unity customers?

1. We build strong relationships with our customers

Thanks to our dedicated UK team of Relationship Managers, many of our customers receive one-to-one, personal support. As specialists across a variety of sectors, our Relationship Managers work to address individual needs. They enable socially minded businesses to achieve their goals.

What’s more, our customers value the Relationship Manager service. Those with a Relationship Manager were more likely to be satisfied with their overall experience of banking with Unity, with 57% rating their satisfaction as 9/10 or 10/10.

The survey also showed that 57% of customers with a Relationship Manager said they would be likely to recommend Unity to their peers.

2. Our customers recognise the professionalism of our call centre

Customers can receive support from our friendly UK-based Customer Service team, who work hard to assist with day-to-day banking and account management queries.

In our latest survey results, satisfaction with our call centre had increased across all areas. The professionalism and knowledge of our advisors, as well as the quality of information provided, averaged a score of 8.7/10.

3. Overall customer satisfaction rated as 8.2 out of 10

Our priority is to take care of our customers. From ensuring financial and security information is kept safe, to providing an exemplar service when liaising through the call centre, we work to support the needs and requirements of our business customers.

We are delighted that our customer satisfaction is reflective of this. In May-June 2022, we received an average customer satisfaction score of 8.2**. We also saw improvements in satisfaction for how well we meet our customers’ daily needs (8.3/10) and the ease of doing business with us (8.1/10).

Reflecting on the findings, Louise Pursglove, Head of Brand & Proposition, said: “Increased  customer satisfaction scores across the board demonstrates that our customers are happy with the service we are providing. This is really positive. The likelihood of our customers recommending us also puts us in the top half of similar competing banks.

“We would like to extend our sincere thanks to all the customers who took the time to contribute to our research. By continually listening to our customers, we can identify where we need to focus our efforts.”

[1] *‘Extremely likely is taken as a score of 9 or 10 out of 10 in regard to the likelihood to recommend.

**The ‘overall’ satisfaction score, is calculated as the mean average of customers’ responses to the question