Atom Bank was the first app-only bank in the UK and number 1 rated UK bank on Trustpilot The company’s goal was to grow customer base through differentiated customer experiences, and learn from customer feedback which parts of the customer experience they could improve. To achieve this, Head of Customer Experience, Michael Sherwood and his team have built an award-winning process for continuous improvements in a scalable and repeatable way. Initially, the company collected feedback on their 3 product lines and 7 engagement channels: •Mortgage, saving and deposit products feedback •Online and app-store reviews •Customer complaints •Call-center agent notes •And 3 different surveys

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