Web "self-service" for bank customers launched

18/06/2009

A major UK bank has launched a landmark effort to improve consumers' knowledge of their personal finances.

The Co-operative Financial Service has unveiled a free web service, designed to help customers get accurate responses to their money concerns.

Customers using the service can enter a query such as "which is the best current account for me?" and then get directed to the relevant web page which best answers their question.

Sean Barton, e-business manager at the Co-operative Financial Services, said: "Ensuring high levels of customer satisfaction is key at The Co-operative Financial Services, however we are not resting on our laurels and always looking for different way to better our customer service and broaden our offerings.

"Following extensive research into how our customers use our website, we knew web self-service would be vital to improve the customer experience."

The project was launched in a time when budgets are coming under strain and debts are on the rise, as Britain faces its worst recession in decades.

Home repossessions were up 40 per cent last year in the crisis and Credit Action said recently that the average household debt of people who owed money on cards and loans was over £20,000.

Meanwhile, Citizens Advice has experienced a nine per cent rise in customer inquiries about financial matters over the past year.

Tags; Debt Management and Banking, Retirement Money Problems, Credit Card Lifestyle, Recent Graduate Debt,

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