Over the course of 2012, Virgin Money has been collecting feedback from its customers about their experiences with us and with banking. We’ve received some great suggestions, and a few gripes – all of which are vital in helping us on our quest to make banking better.
Here’s a selection of the 40,000+ comments we’ve received so far. If you have something to add, why not write to us at firstname.lastname@example.org and we’ll publish the best letters we receive in a future issue of the magazine?
“Put some energy into finance. It’s all a bit boring isn’t it?”
“I like the convenience of a local branch.”
“PLEASE PLEASE help stop this nonsense of introductory bonuses.”
“Consider the interest rates of pensioners’ savings.”
“I like the fact I can phone the branch and talk to an adviser or walk into a branch and conduct any aspect of my business.”
“I expect a good bank to offer straightforward products that both the bank and I profit from. I do not want to be treated as a ‘cash cow’ or to be fleeced.”
“The staff are always friendly, courteous and professional. Visits to the branch are always a pleasure.”
“Do it properly. Don’t rely on brand. Overturn banking the way Virgin Atlantic did air travel.”
“I hope for a bigger branch network.”
“I like the welcome I get and appreciate the coffee if I have to wait a few minutes.”
“I know the name of the people on the desks and they know me by name. It is reassuring seeing and dealing with people you recognise and trust.”
“Run Virgin Money for the benefit of customers, not just shareholders.”
“Reward existing customers for being loyal – if offered a good deal, why shop around (which I hate!). Often only new customers get the best deals.”
“I wish Virgin Money well, and hope that your products will be clear-speaking, innovative and a significant challenge to the existing banking sector.”
“As I mainly deal with the bank on the phone, I cannot praise highly enough the excellent assistance given by all your staff. They are a joy to deal with.”
“Make the products good and the service good, rather than relying on the Virgin brand image. My loyalty has to be earned by good value and service, not by marketing.”
“I love the idea of Virgin Money Lounges and the feeling of being part of a club.”
“Being a postal account is very useful to me and getting postage paid is a great help.”
“I was pleased to receive my two letters in January for the information and the ‘caring’ attitude. I felt valued. Thank you.”
Links to external websites are for information only. Virgin Money receives no income from them and accepts no responsibility for the website content. The information in this article is correct as at 12 September 2012.