Customer research

Customer opinions are extremely important to us so we work with independent research companies such as Trinity McQueen, ServiceTick and KPMG Nunwood to help us understand how happy our customers are and how we can improve the service we provide.

Through a combination of email, SMS, face to face and telephone research, often following a recent interaction with us, we’re able to respond quickly to the changing needs of our customers.

If you’re selected to take part in the research, Trinity McQueen, ServiceTick or KPMG Nunwood will get in touch with you and if you are happy to share your opinions it will help us to better meet your needs.

“It’s important that our customers feel like they have a voice and that we listen to their feedback. That’s why our research is key as it allows us to understand our customers and improve areas of our service that they might be concerned about.”

Rebecca Allsop, Head of Customer Strategy and Planning

We occasionally work with other research partners to get a better understanding of customers, or contact customers directly to ask for their feedback. If you are keen to give us your thoughts on a regular basis to help shape the future direction of the Society, our Customer Panel may be of interest to you. Here are some of the initiatives we’ve worked on.

Lifetime ISA

We asked 5,000 Lifetime ISA customers saving for their first home about the type of support they’d like to see us offer.

Their feedback means we’re in a better position to help those making the transition into becoming home owners.

Skipton Link

Through listening to our customers we’ve introduced Skipton Link as a new way to communicate.

Customers can now arrange to talk to us about savings, mortgages and financial advice via video appointment from the comfort of their own home.

Talking to our customers

We aim to send communications that are relevant and sent at appropriate times.

Through previous research we’ve asked customers what they want to hear about from Skipton and how frequently we should be messaging.

About us

Here to support you, and the communities in which you live and work.

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Customer Panel

Join our panel, tell us what you think and help us design products and services for our customers.

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