Case Study: Atom Bank maximises customer trust with Feefo

Atom Bank builds trust with Feefo and Trustpilot to support FCA Consumer Duty compliance

Atom Bank, an app-only digital bank, faced the challenge of building trust with potential customers without any physical branches. To prove its credibility from the outset, the bank needed to showcase customer feedback and meet key financial industry standards. To address this, Atom Bank partnered with the vendor Feefo to collect verified customer reviews as part of its Voice of the Customer programme.

The solution implemented by Feefo provided Atom Bank with a platform to collect and measure its Net Promoter Score (NPS) and gather verified reviews. Atom Bank used Feefo alongside Trustpilot to present multiple trust signals, including regulatory accreditations, on its homepage. This strategy of using Feefo for verified feedback proved invaluable for demonstrating compliance with FCA Consumer Duty requirements during audits and instilled confidence in prospective customers.

Atom Bank