Barclays

A tailored insight programme was deployed, combining quantitative tracking with qualitative depth:

• Always-on customer satisfaction tracking across Barclays’ mobile app, online banking, and branch experiences, capturing feedback at the point of use.
• Journey-based surveys following key events (loan applications, business account onboarding, investment advice sessions) to evaluate ease, clarity, and trust.
• Qualitative deep dives with both retail and SME clients, uncovering pain points in digital adoption and exploring attitudes toward financial wellbeing.
• Text analytics and AI-driven sentiment tracking applied to customer verbatims and open feedback, surfacing recurring themes around speed, transparency, and empathy.
• Competitor benchmarking against other high street banks and fintech providers to contextualise performance and set clear improvement goals.

The programme delivered a rolling feed of actionable insights into Barclays’ customer strategy teams, with measurable outcomes:

• Highlighted areas of frustration in the Barclays mobile app, including navigation issues and payment delays, leading to faster product updates.
• Exposed branch appointment bottlenecks, prompting new hybrid service models and digital booking enhancements.
• Identified rising demand for financial wellbeing support, shaping new educational content and advisory services.
• Enabled real-time escalation of complaints, ensuring at-risk customers were contacted quickly, reducing churn.
• Provided senior leadership with clear, data-backed stories of progress, reinforcing Barclays’ positioning as a customer-first, digitally driven bank.

The result was a measurable uplift in Net Promoter Score (NPS), improved perceptions of trustworthiness, and stronger loyalty across both personal and business banking segments.