TSB has chosen user-generated content platform Reevoo to empower existing customers as third-party advocates. The deal follows a successful three-month trial across its credit card and current accounts, during which TSB saw an increase in customer engagement.
TSB will roll out Reevoo’s platform across other areas of the business to provide authentic feedback on its products and services – using existing customers as advocates for its customer experience.
The bank saw greater engagement on products with customer reviews during the trial period, and an average customer score of 8.4.
Lorraine Donnington, Head of User Experience at TSB, said: “People trust people because they share real experiences – we know they trust a personal recommendation above anything else. Reevoo’s platform will provide an important service for prospective customers deciding which bank to choose, and in an increasingly competitive industry it’s important we give ourselves the edge.”
Jonathan Callcut, CEO at Reevoo, said: “Banking is an industry that has been hit hard by a lack of trust and transparency in the past, and banks now need to take steps to ensure they are publicly seen to be open and honest. Consumers today expect a degree of engagement, and will quickly move on if that’s not on offer.
“Reviews and other user-generated content is a great way to do this, and an even better way to gather feedback on what makes customers tick. We look forward to a long and fruitful relationship with TSB.”