Understanding customer needs

We are dedicated to improving the experience and satisfaction of all our customers and partners, and we firmly believe that customer feedback and insight is essential to maintain the strong relationships across our businesses. We have a dedicated Customer Insight, Experience and Design team who work with our businesses to conduct in-depth qualitative research, define customer and partner journeys and identify opportunities for improvement.

Our maturing “Voice of the Customer and Partner” programme enables us to capture feedback at key moments of truth in the customer journey and use this to prioritise our strategic and continuous improvement programmes.

Cancer research UK and Make a wish foundation charity logos Close Brothers Group charity partners

Focus on customer satisfaction

Our strong focus on maintaining and improving customer experience is reflected in the consistently high scores we achieve in customer and partner surveys across our businesses. Considered alongside our high levels of repeat business, these evidence the strength of our relationships and the trust our customers place in us.

NPS scores

NPS: Net Promoter Score