Coventry Building Society, where members come first
3 minute read
Coventry Building Society, where members come first
3 minute read
Sunny service, guaranteed
Sunny service, guaranteed
Since January 2015, more than 6,400 bank and building society branches have closed in the UK. That’s about 53 a month, according to Which?1
We found ourselves asking, does personal service still matter? Well, we believe it does. Especially to our customers aged 50 and over. That’s why we keep investing in our branches.
We now have 64 branches across the UK, supported by 564 friendly, helpful colleagues. And they’re more than just places to bank – they’re part of the community. Our team of experts are on hand to make things simple and stress-free.
The best in-branch experience in the UK
The best in-branch experience in the UK
Our great service makes us special. And our members agree.
In the BVA BDRC 2024 Customer Experience Benchmarking Survey, we ranked first for in-branch service. We received the highest scores for things such as opening a savings account, transferring an ISA, or closing an account in-branch.
In 2024, our Net Promoter Score (NPS) was +79, and it reached +92 in our branches. This was the highest among UK banking providers. 2
We’re proud of that. It shows that when it comes to helping people in person, we’re getting it right.
Speak to a human in less than a minute
Our service doesn’t stop at the branch doors. We work hard to make sure every time you contact us, it’s smooth. Whether it's online, by phone, or face-to-face.
In 2024 and 2025 so far, our colleagues helped members more than 3.5 million times. And each time, our goal was to be personal, helpful and easy to reach. Real people. Real service. Real fast.
Would you rather spend your time on hold or enjoying the moments that make life truly memorable? Last year, Coventry Building Society members waited just 58 seconds on average to speak to someone. That’s 47 seconds faster than in 2023.
We’ve also made digital help easier. Our new live chat feature on our website gives members another way to get fast answers, without needing to pick up the phone.
Speak to a human in less than a minute
Our service doesn’t stop at the branch doors. We work hard to make sure every time you contact us, it’s smooth. Whether it's online, by phone, or face-to-face.
In 2024 and 2025 so far, our colleagues helped members more than 3.5 million times. And each time, our goal was to be personal, helpful and easy to reach. Real people. Real service. Real fast.
Would you rather spend your time on hold or enjoying the moments that make life truly memorable? Last year, Coventry Building Society members waited just 58 seconds on average to speak to someone. That’s 47 seconds faster than in 2023.
We’ve also made digital help easier. Our new live chat feature on our website gives members another way to get fast answers, without needing to pick up the phone.
Speak to a human in less than a minute
Our service doesn’t stop at the branch doors. We work hard to make sure every time you contact us, it’s smooth. Whether it's online, by phone, or face-to-face.
In 2024 and 2025 so far, our colleagues helped members more than 3.5 million times. And each time, our goal was to be personal, helpful and easy to reach. Real people. Real service. Real fast.
Would you rather spend your time on hold or enjoying the moments that make life truly memorable? Last year, Coventry Building Society members waited just 58 seconds on average to speak to someone. That’s 47 seconds faster than in 2023.
We’ve also made digital help easier. Our new live chat feature on our website gives members another way to get fast answers, without needing to pick up the phone.
Speak to a human in less than a minute
Our service doesn’t stop at the branch doors. We work hard to make sure every time you contact us, it’s smooth. Whether it's online, by phone, or face-to-face.
In 2024 and 2025 so far, our colleagues helped members more than 3.5 million times. And each time, our goal was to be personal, helpful and easy to reach. Real people. Real service. Real fast.
Would you rather spend your time on hold or enjoying the moments that make life truly memorable? Last year, Coventry Building Society members waited just 58 seconds on average to speak to someone. That’s 47 seconds faster than in 2023.
We’ve also made digital help easier. Our new live chat feature on our website gives members another way to get fast answers, without needing to pick up the phone.
Tech to make things easier
Tech to make things easier
We’re using new tools to speed things up – without losing the personal touch.
Our new digital mortgage platform has cut the time it takes to offer a mortgage from almost 12 days in 2023 to just nine days in 2024 on average. This has helped both our customers and our mortgage brokers.
We’ve also made our mobile services easier to use. With our app, members can apply for savings accounts on IOS platforms and manage their money anytime, anywhere. More than 140,000 members are already using our app – and our new live chat tool is helping even more people.
Simple steps, clear guidance, and a team of colleagues ready to help. Because saving should feel like sunshine from the start.
We believe digital tools should make life easier. But they should never replace the people who are here to help.
A trusted name, recognised for service
A trusted name, recognised for service
We’re proud to have been awarded a gold ribbon for customer experience by Fairer Finance (spring 2024) for our savings and mortgages. Based on real feedback from customers, this shows that our people-first approach makes a real difference.
In fact, more than 40% of our members have been with us for 10 years or more. Because we make it easy to manage your feel-good fund.
Staying true to our values
As we grow, our focus remains the same: great service, strong communities, and putting members first.
Whether you visit us in branch, call us, or use our app and Online Services, we’ll keep working to make things easy, friendly and reliable.
To our members – thank you. We’ll continue showing you what great service looks like.
1. Source - Bank branch closures: is your local bank closing? - Which?
2. Source - 2025-Interim-Financial-Report-pdf
Published August 2025
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