Faster, easier access to services in branches, over the telephone or the internet are promised by Nationwide though its pledge to spend £300m over the next six years on improving the customer experience.
Details of the £50m annual spend have come to light following the society’s annual meeting, held in Birmingham yesterday. Among the improvements touted will be refurbishment of all branches and agencies, increased use of internet terminals within branches, and new appointment and call management software and systems. More money will be spent on staff training, focused on contact situations involving the society’s members, either in branches, by telephone or electronically. Nearly 200 branches and agencies will go through major or minor refurbishments in the next two years. Unlik...
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