Making a difference with our UK Customer Panel

If we are to help our customers, listening to them, and adapting to their feedback is essential. Our UK Customer Panel now numbers nearly 3,500 customer members, who play a crucial role in helping us develop tools to help others, such as a new Benefits Calculator and refine our Pledges for Customers in Vulnerable Situations.

The insights we gain from our Customer Panel are making a real difference to the support we can offer. Following the UK panel’s success, we’re piloting a similar initiative in the Nordics as we continue to revamp our customer communication. This supports our sustainability ambition to help customers return to financial wellbeing, including ensuring those customers in vulnerable situations are protected and respected. 

“Helping people and encouraging them to get help, is the biggest incentive to do this for me. Just being there to help others, it’s worth 20 minutes of my time – even if it was longer, it would be worth my time,” Member of UK Customer Panel. 

We listen to our customers in other ways as well, by developing leading tools to help them build financial resilience. This includes enabling payments using platforms such as PayPal and Klarna Payments in regions like DACH, where we’re making it easier to make instant payments via our website. In the Nordics, almost 300,000 new customers signed up to manage their account online using My Lowell Nordics. In 2022, we launched My Lowell FAQs in all four of our Nordic countries, to enhance the information and support available online. 

We aim to listen to our customers who find themselves in particularly difficult times and improve our processes to ensure they get the best experience. This is part of our sustainability commitment to be ‘Better for Customers’ and offer more support for those in vulnerable situations.