Metro Bank’s focus on customer service pays off

Metro Bank has released its latest financial results showing the bank is on course to make its first full-year profit. This comes as the bank looks to celebrate having one million customers who use its services.  
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The bank, which is known for its unconventional style, puts an emphasis on customer service. Potential customers are given a personalised tour of the bank where staff explain the services that are provided, the aim of this approach is to turn customers into ‘fans’.

​Metro Bank chief executive Craig Donaldson explains: “We found new customers through our fans. They told their friends that they should be customers – and that’s how we build the bank. I would far rather we focused on creating fans, and continue to keep them by doing great stuff for them, than spend money on advertising.”

This approach is in line with recommendations from the Institute of Customer Service’s research, which shows that customers are becoming more individualistic and value personalised experiences. 

Craig Donaldson goes on to say: “You have to be able to adapt to what the customers want by listening and then taking action. Service is all about the individual and understanding how you deliver to them.”

This is where MSB can help.

Our team has been delivering customer service training - including account management programmes for wealth managers - to financial services companies for 30 years.

We never deliver the same programme twice - each one is tailored to the needs of the client organisation and utilises the latest, most innovative thinking in this field. It is that approach which saw MSB named the ‘Best Learning and Development Supplier’ by the CIPD in 2015.