Barclays 2013 Annual Report Download - page 23

We are determined to rebuild trust in Barclays and
demonstrate day-in day-out that we are changing,
and doing the right thing for customers. In September,
we launched Your Bank – the online platform that allows
us to continually listen, respond, anticipate and learn
from our customers.
As well as getting feedback and sense-checking our ideas, we have
created a place where customers can share their ideas and suggestions
for how Barclays can be better shaped around their needs and
individual life stages, putting them at the heart of everything we do.
In the first week we received over 370,000 interactions on the Your
Bank site and 2,226 ideas.
With all of the ideas that we receive, we are taking a ‘you said, we did’
approach and have made 8 commitments to making real change for
our customers.
1. We are undertaking a formal review of our overdraft charges in 2014,
with a view to making them simpler and more transparent. We have
already started pilots with the launch of text alerts in June to customers
who had gone over their overdraft limit and into their personal reserve,
which would mean they would traditionally incur a £22 charge. The
alerts tell them they have a day’s grace to add cleared funds and avoid
the charge. In the first three months, over 65,000 customers avoided
charges totalling over £1.4m, a response rate of 27 per cent. We are
now looking at where else we can roll out text alerts as a next step. Yes
it’s a cost to us, but it’s the right thing to do.
2. We have launched CloudIt through online and mobile banking as a
result of customer feedback. Being able to access your secure
documents whilst on the move will really make our customer’s lives
much easier.
3. Contactless payments have been very well received by customers, so
we’re now looking at alternative contactless methods of payments
which we’ll be testing with customers.
4. We’re looking to pilot paying in coin machines in our branches. Our
customers told us they'd welcome something that can automatically
count coins and credit their account.
5. We will extend our free Barclays Pingit app to the under 16’s, subject
to developing proper parental controls. Younger customers, being tech
savvy, will benefit from the app allowing them to send and receive
money simply using their mobile phone number.
6. We are going to allow our mobile banking customers to set up new
payees on their mobiles. This will extend the app meaning that
customers can really do much more on the move.
7. To further extend our services to a wider range of customers we’ve
made our mobile banking app available on Windows platform and are
planning to do the same for Pingit.
8. We have expanded our mobile banking services to include mortgage
accounts, so customers can view their mortgage arrangements
wherever they are.
‘Your Bank’ –
learning from our customers
barclays.com/annualreport Barclays PLC Annual Report 2013 21
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