Case Study: The Coventry Building Society improves member satisfaction with FlexMR InsightHub

Member Community Builds On Award Winning Customer Experience

The Coventry Building Society, a member-owned financial services institution with 1.8 million customers, wanted to maintain its highest UK customer satisfaction rating while improving how savers and borrowers understand its products. To do this, the society needed a research approach that would engage both stakeholder-members and help ensure underrepresented savers were properly heard. FlexMR supported this with the InsightHub online research community and a flexible research service.

Using FlexMR’s InsightHub platform, The Coventry Building Society combined qualitative and quantitative tools including Focus GroupMR, SurveyMR, ForumMR, SmartboardMR, Open PollMR and Quick PollMR to gather continuous feedback, identify knowledge gaps, and track sentiment over time. The insights led to clearer educational materials that helped members better understand financial products and services, supporting continued customer satisfaction and improving access to easy-to-understand information.

The Coventry Building Society

Jayne Whitehouse

Customer Research Specialist