Page 8 - TSB G Case Study

them to customers on a personal level. The Bank’s
desire to build in diversity and flexibility from day

one is to be admired and will truly set them apart in
this segment.”

Ref: (3)

The reputation of high street bank was at an all-time low

at a time when interest rates were stuck at consistently
low levels making it difficult for banks to push up

borrowing costs when other rates were low. It was

therefore, difficult for banks to make money on

customer’s deposits.

However, high-street customers seemed reluctant to

change their banks with only 4% (3) of retail customers

moving their current accounts each year

“– a figure that could increase tenfold, challenger

bank TSB reckons, if customers were given more