Case Study: Yorkshire Building Society achieves increased customer engagement and stronger brand loyalty with Oracle Social Cloud

Yorkshire Building Society Builds Brand Loyalty with Oracle Social Cloud

Yorkshire Building Society, a 152‑year‑old mutual with 3.1 million members and 307 branches, needed a centralized social media approach to reach customers across Facebook, Twitter and LinkedIn while managing multiple brands and campaigns and meeting Financial Conduct Authority compliance requirements.

The society chose Oracle Social Cloud to provide a single dashboard, clear approval workflows and archiving, cross‑platform publishing, listening and analytics. Implementation was rapid and supported by Oracle; outcomes included improved customer engagement and service, stronger campaign coordination (including TV support), insight-driven content, maintained FCA compliance, and a net promoter score of +33—well above the industry average—helping preserve its position among the UK’s most trusted financial providers.

Yorkshire Building Society

Richard Bassinder

Social Media Manager