What the UK Public wants from its banks and building societies
We asked 772 people from across the UK what it is they want from the financial institutions they put their trust in. Here’s what we learned...
The statistics are clear - the majority (80%) of people now manage most of their finances online - but while technology enables us to provide faster and more convenient services, there are times when only a real human can help.
Looking at the data, people are seeking the flexibility to access services in a way that works for them, whether that’s in-branch or at home. Sometimes you just need someone knowledgeable to talk to about a service offered or a specific financial issue - but there are others who are entirely dependent on in-branch services.
A Real Experience
Since we first opened in 1865, we have put the needs of our members first and we’re on the brink of perfecting a blended model here at Furness Building Society.
Here’s what our Chief Executive, Chris Harrison, has to say:
“Our business is based in the heart of Cumbria - where people often still struggle with broadband and mobile coverage and 25% of the population is aged 65+. We continue to support local people here with access to branch services we are working to ensure that our physical branches are enticing and engaging.
“At the same time, we are constantly investing in our online offering to accommodate new and existing customers across the UK. Technology is always providing us with new ways to connect with our customers and our aim is to deliver the same high quality products and services with the same empathy and understanding to all of customers, both online and in-branch.
“The landscape is ever-changing, but we listen, learn and adapt as we go and these findings confirm that a hybrid approach - offering the best of both worlds - is right for our customers.”