16 April 2014
Nationwide has introduced a new service, known as Nationwide Now, in over 60 branches across the country offering customers additional access to mortgages available from the Society via a high definition video link.
The service will drive down waiting times, increase access to mortgage advice across the UK and allow customers to talk to a mortgage consultant at a time that suits them. These consultants, based in Nationwide’s Northampton office, will offer the same beginning-to-end and fully compliant mortgage service as an in-branch consultant.
Nationwide is the first financial services provider in Europe to use this technology in this way, and currently has the largest offering of this service of any financial services company in the world*. The Society is also developing plans to introduce Nationwide Now throughout its branch network across the UK and to expand it to include other products.
The service has been well received by customers, with 94% of people who have used the service reporting that they thought it was a good or excellent replacement for a face-to-face meeting.
Graeme Hughes, Nationwide’s Group Director of Distribution, said: “This service will drive down waiting times, increase access and offer greater flexibility for customers to meet a consultant at a time that suits them.
“This face-to-face service is just like being sat at a desk with a consultant, the only difference is that the person on the other side of the desk is in Northampton. This technology ensures that there are no video or audio delays, it really is like you are in the same room. Our branch employees are also on hand to offer those additional touches that makes Nationwide the number one financial provider for customer service on the high street.”
Notes to Editors:
*When measured by number of terminals.
Branches currently offering the service:
Aberdare, Abergavenny, Bangor, Barry, Bexley Heath, Bideford, Bilston, Bridport, Bournemouth, Caversham, Chelmsford, Clacton, Clapham, Colwyn Bay, Crouch End, Dagenham, Dudley, Dumfries, East Ham, Enniskillen, Fulham, Galashiels, Goole, Hampstead, Haverfordwest, Ilkeston, Islington, Kendal, Kingsbury, Leigh-on-Sea, Leominster, Loughton, Ludlow, Muswell Hill, Newport (Shrops), Northwood, Milford Haven, Morden, Oadby, Oban, Oswestry, Palmers Green, Paignton, Pontypridd, Port Talbot, Portman Square, Purely, Putney, Redruth, Ross-on-Wye, Scarborough, Sevenoaks, Shepherds Bush, Southall, Stanmore, Stourbridge, Stowmarket, Threadneedle Street, Wallsend, Warrington and Wellington.
Nationwide is the world's largest building society as well as the second largest savings provider and a top-three provider of mortgages in the UK. It is also a major provider of current accounts, credit cards, ISAs and personal loans. Nationwide has around 15 million customers.
Customers can manage their finances in a branch, on the telephone, internet and post. The Society has around 17,000 employees. Nationwide's head office is in Swindon with an office in Threadneedle Street, London, and administration centres based in Northampton, Bournemouth and Dunfermline. The Society also has a number of call centres across the UK.