The Co-operative Bank: Retail Banking Competitor Profile

Date: 2015-11

This profile benchmarks The Co-operative Bank’s customer satisfaction, customer trust, and customer perception ratings in terms of innovation and digital offerings against its rivals and the industry as a whole. It looks at the bank’s penetration in key product areas, cross-holding rates, and marketing. It also analyzes the bank’s key financials.

– Gain an insight into customer perceptions of The Co-operative Bank on issues of account satisfaction, trust, and innovation.
– Discover the bank’s market share in key product areas.
– See how The Co-operative Bank compares against rivals and the industry on key metrics.

– What do Co-op Bank’s customers think about the bank?
– How does Co-op Bank compare against its competitors on key metrics?
– What is Co-op Bank’s marketing strategy?

Key Highlights
Customers of The Co-operative Bank are more satisfied with their personal current account (PCA) compared to the national average. Security, fees, and charges are areas of key concern.

Customers do not see the bank as particularly innovative or forward-looking. Compared to other banks, The Co-operative Bank is seen to be slow at embracing new technologies.

The Co-operative Bank has a higher cross-holding rate compared to other major brands. Currently, 40% of consumers who have their main PCA with The Co-operative Bank hold no other product with the bank.”

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