Case Study: Tesco Bank achieves higher customer confidence and improved net promoter scores with UserTesting

How the UK retail bank understands customer behaviors, tests marketing materials, and developed their online claims process

Tesco Bank used UserTesting to evaluate a range of customer experiences, from in-store credit card posters and debt-support letters to Clubcard pricing and the rollout of Clubcard Pay+. The bank wanted to understand what customers would notice, trust, and act on, especially when navigating complex financial information and offers.

UserTesting helped Tesco Bank settle on clearer messaging, better layouts, and the right tone and calls to action. The bank also improved its online insurance claims process to let customers submit accident claims 100% online, upload and enhance photos, and get garage directions via Google Maps. These changes helped Tesco Bank reduce risk and achieve its highest net promoter score.

Tesco Bank

Catherine Richards

Head of Customer Design