Barclays crowdsourcing site asks customers for better banking ideas

Barclays crowdsourcing site asks customers for better banking ideas

Barclays has launched a crowdsourcing micro-site called Your Bank, inviting customers to share ideas about how it can improve its service.

Visitors to Your Bank are asked to vote on issues related to online, mobile, branch, 'day-to-day, and 'accessible' banking. Registered users can also submit ideas on banking products, experiences and community issues.

These can then be voted on - at the time of writing, the most popular submission calls for a separate 'pending transactions' section for online statements. Barclays assigns each idea a status, providing updates on steps it is taking to address them.

The bank is using video, both on its site and on a dedicated YouTube channel, showing customer views on things such as how branches can be changed:

Other clips provide updates on moves Barclays has taken to address concerns, such as the introduction of sign language video for deaf customers:

Barclays may need all the customer advice it can get: on the day it became easier for Brits to move their accounts, the bank came bottom of a table scoring providers on honesty and customer service.

According to the Move Your Money campaign rankings, Barclays scores a pitiful four out of 100, damaged by high customer compliant numbers and a reputation tarnished by the Libor and PPI scandals.

Comments: (4)

A Finextra member
A Finextra member 17 September, 2013, 11:23Be the first to give this comment the thumbs up 0 likes

Nice to see a visible dialogue with customers.  A bit like First Direct Lab... http://www.lab.firstdirect.com/?WT.ac=MSC1361

A Finextra member
A Finextra member 18 September, 2013, 08:14Be the first to give this comment the thumbs up 0 likes

Agree James or indeed Barclaycard Ring which allows its "community" of customers decide what features they value most, and the implications of this on the financial performance of the card.  The customer is taking a bigger role in product develpment. http://www.barclaycardring.com/.

Matt White
Matt White - Finextra - Toronto 18 September, 2013, 10:191 like 1 like

Yes, this isn't a first. You can find links to our stories on the First Direct Lab and BarclayCard Ring (as well as the efforts of CBA, Westpac and RBS) in the 'related stories' section below.

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune 19 September, 2013, 15:28Be the first to give this comment the thumbs up 0 likes

A quick glance at the "Related Stories" section below confirmed my impression that this kind of idea crowdsourcing portal is at least 2 years old. I longer have any banking relationship with Barclays but, if its microsite still allows me to contribute my $0.02, my first idea would be for it to speeden up initiatives like these.

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