The Coventry Building Society enhances award-winning customer experience

Find out how The Coventry Building Society used their online community panel to gather insight into their customer-stakeholders' knowledge and enhance their customer service.  

The Coventry Building Society is a member-owned financial services institution that provides Fairer Finance recognised savings and mortgages products. Their customer experience has been recognised nationally with numerous awards, and they are continually striving to be better.

As their customers are also their stakeholders, the need for brilliant customer experience has never been more crucial. Their online community panel is designed with precision with the aim of allowing The Coventry to listen to their customers, what topics they think are the most important and identifying any knowledge gaps that need to be filled. 

Using primarily qualitative research tools The Coventry were able to gain a fully representative sample of both Savers and Borrowers in order to identify key areas of improvement within their customers' experiences, and then concept test proposed improvements, so they make sure that every experience informs and excites their customers to the best of their ability. 

The insights generated from this research is held at the heart of every decision The Coventry Building Society make, ensuring that every decision is made with their customer-stakeholders in mind. Read the case study to find out:

  • How The Coventry maintain a standard of excellence in their CX
  • New methods of research purpose-built for listening to customers
  • How to use insights to build CX solutions that work for everyone
  • How to design an online community panel for a specific long-term goal