Case Study: The Co-Operative Bank boosts online banking conversions with Sopra Steria

The Co-Operative Bank boosts credit card applications by 90% with Sopra Steria

The Co-operative Bank faced the challenge of transforming its online customer experience amidst internal silos and reputational difficulties. They partnered with Sopra Steria to align the organization with customer needs and shift its focus from sales to service.

Sopra Steria implemented a solution guided by principles of transparency, simplicity, and reassurance, which were derived from customer research and the bank's core values. By fostering cross-functional collaboration and using an iterative design method, they built trust and delivered a new online banking journey. This resulted in a 90% increase in credit card applications, a 325% rise in current account page visits, a significant boost in Net Promoter Score, and an award for customer experience.

The Co-Operative Bank