Customers

Who?
CIS and the bank have more than seven million customers. At the end of 2003, the bank had approximately 2.31 million personal and corporate customers (2002: 2.23 million) and CIS had 5.11 million personal and corporate customers (2002: 5.40 million). The decrease in CIS account numbers is explained here. The increase in the number of bank customers results, in part, from the acquisition of Northern Rock's credit card portfolio in May 2003, which accounted for an additional 90,000 accounts. At the end of 2003, account numbers at the bank stood at 3.08 million personal (2002: 2.93 million) and 93,000 corporate and business (2002: 92,000), whilst CIS provided 7.94 million active policies (2002: 8.58 million). For further details of products and services visit CIS' and the bank's websites.i

What?
Focus groups and survey research undertaken amongst bank personal customers indicate that they consider issues of 'Service', 'Relationship' and 'Ethics' to be of primary importance to them in their dealings with the bank (Source: BDRC Customer Research 2000). Focus groups and survey research undertaken with the bank's corporate and business customers indicate that they consider issues of 'Service' and 'Relationship' to be of primary importance (Source: Dataquest Customer Research 2001). This research has informed the development of the annual customer surveys that have been carried out amongst bank customers over a number of years. Equivalent qualitative research has yet to be undertaken amongst CIS' personal customers. However, quantative research has been undertaken, based on the indicators determined via the bank's focus groups and outlined above.

Where?
Aspects of CFS' performance of primary interest to customers:
Customer satisfaction with relationship, service, and ethics and sustainability is described here in relation to personal customers.
Customer satisfaction with relationship, services and ethics and sustainability is described here in relation to corporate and business customers.
CFS' approach to ethical finance is described here.
Diversity (customers) - Information on the accessibility of CFS' premises, products and services is described here.
CFS' provision of tailored ethical products and services is described here.
CFS' provision of tailored ecological products and services is described here.

i www.co-operativebank.co.uk
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and www.cis.co.uk
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