Why is this so important? Because customer experience affects spending habits: time and ease are some of the biggest selling points for a consumer. You only have to look at the recent collapse of Thomas Cook, one of the biggest names on the High Street. The news of the holiday booking company’s liquidation shocked the country and left thousands facing unemployment. When you think about what they did as a company, would you say that this hap- pened due to poor customer service? Probably not. However, some might say that they didn’t change with the times, keeping overheads high and not com- peting with online sites, which then has a direct effect on customer experience. Consumers are able to hop online and book a flight and hotel a couple of hours before they want to go, as well as shop
around for the best price. By adding speed to the customer journey, a con- sumer can make up their mind quicker. This can be the same for consumers looking to borrow money; they could be in a situation where they need funds as soon as possible and waiting a week is just not an option for them. Waiting up to seven days for a decision can be a very stressful experience and may cause the consumer to look elsewhere: at a platform that will give them the decision instantly. Customer satisfaction is extremely important to all companies. However, is it good enough to just be satisfied? Satisfaction is short term and even a satisfied customer might look some- where else should a better offer come along. At LendingMetrics we do not only want our clients to be satisfied, but
delighted with the service we provide. We want them to go the extra mile and actively promote the service to people they know, and we enable this by going above and beyond. We are not just a supplier of a SaaS platform, we are con- sultants, specialists, thought leaders. We want other organisations to grow with us. The only way to make this pos- sible is by listening to what our clients are saying and using the feedback to make improvements. This transforms customer satisfaction into a great client experience. We dynamically invite feed- back as a way of us asking the question at our core: “how can we improve?”. One of the ways we ask for this feed- back is with our customer experience survey, and we’re not shy about sharing the results. We believe that transparen- cy is key to evolving and ensuring we move forward together.
Thomas Cook ceased trading on 23 rd of September after the company was unable to pay £200m to its creditors
+44 (0) 2394 211010 | www.lendingmetrics.com
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