Listening to our customers

We work hard to get to know our customers, listening to their needs and developing products and services that they value. This year, we introduced our Customer Service Score which involves interviews with more than 30,000 customers every month. This provides an objective assessment of how well we are delivering our services and how we can improve delivery further. We do this because we realise that excellent customer service will increase loyalty.

We have rolled out our flexible product in all our European markets. This has been driven by our Treating Customers Fairly programme which places responsible lending at the heart of our business and provides a core framework of principles which drive decision making.