Customer Engagement Support Guide (Behavioural Insights)

Harnessing the power of behavioural science to better support customer and member engagement.

The Behavioural Insights Team (BIT), in conjunction with Fair4All Finance, have worked with three community finance providers to launch a new customer engagement support guide to better improve customer engagement using insights from behavioural science.

Building on our work with three lenders, this guide provides support and guidance to the wider community finance sector with practical examples of interventions that organisations can make to increase their conversion rates of eligible customers and to strengthen their customer and member communications.

In this guide you will find:

  • ways to improve your online loan journeys
  • advice and support on how to strengthen your customer and member communications
  • how to evaluate the changes that you have made to measure improvement

Attention: We have been informed of fraudulent activity where people are offering unsecured loans using our name.

Please be careful as we do not provide loans or contact customers for this purpose. If you've been approached, please report to Action Fraud immediately via their website or on 0300 123 2040.