Focus Groups

In May 1999, as part of our plans to improve the service we provide for our customers, we set up two focus groups, one representing current members the other, pensioners and dependants. We try to maintain each group at two hundred members, as members drop out we invite new members to join.

In terms of age range, sex and employment type the groups are broadly representative of our total membership of over 100,000.

We have asked for their views on things like newly drafted booklets, the design of our pension forecast and new services that we are planning to implement. In addition our Pensioners Focus Group has taken part in a national survey about how well or otherwise banking services meet the needs of retired people.

The groups feedback has always been very constructive and has become a vital part of our customer care strategy.

If you would like to become a member of one of our focus groups please complete an application form. We will add your details to our list of reserves and contact you once a space becomes available.

Under Development

Watch this space. We are currently developing an area of the web site that will show you what the focus groups have been doing and their response to our consultation with them. It is our intention to give non-focus group members the opportunity to comment on the same material where appropriate.