Customers favour N&P's mutuality

This is up 5% on last year’s results.

N&P’s research asked customers in branches their views on a number of topics, including mutuality, branch usage, AGM votes and community support.

The research shows that the majority of N&P’s customers still prefer to use its branch network than other methods of contact. 89% of people said that they prefer to use their local branch (86% in 2006), with 51% of people surveyed saying that they pop in once every week.

78% of customers have recommended N&P to their family and friends. When asked what the best thing about N&P was, without prompting:

• 67% referred to the staff
• 23% made a comment regarding their branch
• 10% said that they liked the products
• 3% regarded mutuality as the best thing

N&P’s chief executive, Matthew Bullock, who this week hands over Chairmanship of the Building Societies Association (BSA) to Iain Cornish (chief executive of Yorkshire Building Society), said: “I’m delighted that such a high percentage of customers who took part in our survey want us to stay mutual. Service is a critical differentiator between providers nowadays, and societies like ours are at the forefront of the revival of the branch – despite all the moves to contact centres by the banks.”