In this time we have continued to develop our own services, like the launch of our mobile banking app (which now has 19 million logins each month) the roll out of contactless payments, wearable banking, Apple Pay and in branch technology such as Nationwide NOW which gives customers even greater access to our products and services.
Customers now complete 2.9 billion transactions each year with Nationwide - providing us with billions of opportunities to exceed expectations and with change happening at a faster pace than ever before; I believe we are living through a second industrial revolution.
So the real challenge facing organisations is how to maintain high levels of customer satisfaction in an environment of rapid technological change and evolving customer expectations. I feel that the success of any organisation pivots on two things; culture and core values - for Nationwide, as a mutual, we are owned by and run for the benefit of our members. This has given me the freedom to make substantial investment each year, with the aim of delivering market leading levels of customer satisfaction - as I’m directly answerable to the millions of members who rely on the Society on a daily basis.
When the starting point of any investment decision is focused around customer needs, the outcome will always have a longer lasting positive impact. Looking forward, we have an ambitious investment plan with innovation at its centre, harnessing technology to provide greater levels of personalisation, whilst absolutely maintaining security and ease of use. This investment will be in both digital services and our branch network as I believe the key to great service is providing customers with real choice in how they interact with organisations - so they can do business on their terms.
Great customer service is at the heart of everything we do and by continuing to respond directly to our members’ needs we will continue to deliver market leading levels of customer service for many years to come.