Tandem Bank customer service ratings at an all time high despite COVID-19 crisis

Tandem Bank customer service ratings at an all time high despite COVID-19 crisis
20.05.2020 04:17 pm

Tandem Bank customer service ratings at an all time high despite COVID-19 crisis

Covid-19 , Banking

Amid the current coronavirus crisis, many businesses are seeing an enormous increase in demand for their customer services. Tandem Bank is currently receiving record levels of contacts, yet despite this the business is very proud to announce its customer satisfaction scores have risen to their highest ever level at over 93 per cent.

The growth in customer satisfaction came despite the disruption caused by the majority of Tandem’s team moving to remote working. Tandem’s people team were quick to respond by providing all the equipment, collateral and communication channels to ensure effective remote working together with an extensive staff wellbeing programme including everything from ‘Lunch and Learn’ sessions, weekly virtual socials and ongoing mental health support.

Part of the reason for this customer satisfaction success was also the decision taken by Tandem to provide personalised plans for those customers who have been financially impacted by the virus, while continuing to provide the same excellent care that customers have come to expect from the bank. Tandem has always been focussed on its USP of building the Good Bank and believes this innovative and flexible response to the crisis is a great example of it meeting this more human goal.

Dan Atkinson, Chief People Officer, says, "We knew that Tandem always had the ability to work in any situation, but no-one expected that we'd be facing a global pandemic and full lockdown. These customer satisfaction scores are a testament to the incredible team we have working behind the scenes. I'm enormously proud of the way they have stepped up in the midst of all this uncertainty and kept our customers front of mind."

Tandem Chief Operating Officer Nick Bennett says, “We’ve always been driven by excellence and the desire to make sure we’re providing real solutions to people’s money problems. During this pandemic we’ve found those problems to be varied across our customer base so have taken the decision to review each case individually and provide a bespoke response for each, rather than a blanket solution that may not be suitable for all. I am incredibly proud of the way the team has responded to both remote working, the increase in demand and the expectation for continued excellent customer service. It’s been a pleasure to see the determination and drive across the team to achieve our purpose.”

Related News

Coronavirus loan schemes benefiting businesses in all corners of UK, reveals new analysis from British Business Bank

New data published today reveals the regional distribution of loans under the Coronavirus Business Interruption Loan Scheme (CBILS) and the Bounce Back Loan Scheme (BBLS). The... Read more »

PPRO announces 85% volume growth despite pandemic, accelerates plans with new investment from Sprints and Citi

PPRO, the world’s leading local payments platform-as-a-service, reports today an 85% increase in transaction volume from last year, highlighting the... Read more »

New lenders accredited to British Business Bank Coronavirus Large Business Interruption Loan Scheme

Today the British Business Bank has announced that it has approved Allied Irish Bank (GB)/AIB (NI) [1], Investec Bank plc and Mercedes-Benz Financial Services... Read more »

Prioritising technology & engagement will lead to quickest economic recovery, says IRIS Software Group

In positive signs for the economy’s recovery, research from IRIS Software Group (IRIS), one of the UK’s largest software companies, has found businesses that... Read more »

New report identifies the factors which will determine SMEs’ chances of a successful COVID recovery

Business bank, Allica Bank has combined data and insight from over 1,000 UK SMEs with a... Read more »

Yolt enters beta for substantial app update in reaction to changing consumer priorities

Yolt, the award-winning smart money app, has today announced that it is heading into a beta... Read more »

Magazine
ALL
Free Newsletter Sign-up
+44 (0) 208 819 32 53 +44 (0) 173 261 71 47
Download Our Mobile App
Financial It Youtube channel