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The 10k Milestone

We've just hit another milestone: Not your classic milestone, but an incredibly important one nonetheless - our 10,000th Trustpilot review!

As an ever-growing, ever-evolving company, we rely heavily on feedback so that we can shape our service around those that matter most - our customers.

Listening

Trustpilot is one of many avenues by which we collect insights directly from our customers. Every time a customer contacts our Customer Operations (COps) team, we ask for a Thermometer rating (as well as any additional comments) on the service they received. We also collect ratings and comments through both Mobile App stores and Google, and regularly send out surveys.

But it’s not only the COps team who work closely with our customers. Pre-Covid, our Marketing team would meet with our customers to gain a much deeper understanding of personal experiences and how we can better serve their individual needs. Our Product and Design teams also make full use of customers insights as we develop our technology.

This information is invaluable as we try to remove pain-points from our service and hone-in on what makes our customers happy, including building new features to make the experience even better. We even get help from outside the company to help with product testing!

Learning

Every bit of feedback we receive is read by our team and regularly shared with the wider company. Of course, we love hearing from happy customers, but we know not to get complacent. Our ‘Account for Yourself’ company value refers to ‘Never settling for “good enough”’. All feedback, whether positive, negative, or indifferent, is an opportunity for us to learn and build forwards.

As 2021 nears, we’re working on building-out more feedback streams to help with the quality and quantity of data available to us. What better way to drive change than by listening and learning from customers?

Trustpilot review

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We're on a mission to improve the UK's credit score and help people move on up to a better future.


TotallyMoney is an independent credit broker, not a lender. Our comparison service works with most leading lenders, covering the majority of the market. Though we may be paid a fee by lenders or brokers this never influences how our products are ranked.

We don't provide financial advice. Product information is obtained from independent sources and rates displayed may vary depending on your personal circumstances. While we make every effort to ensure that information is up to date, you should always confirm the terms of the offer with the product provider.

TotallyMoney is owned and operated by TotallyMoney Limited which is registered in England and Wales (Company Registration Number 06205695). TotallyMoney Limited is an Appointed Representative of TM Connect Limited, which is registered in England and Wales (Company Registration Number 06967012) and authorised and regulated by the Financial Conduct Authority in respect of consumer credit related activities (FCA FRN: 511936). Trading Address and Registered Office: Chapter House, 16 Brunswick Place, London N1 6DZ. Credit is available, subject to status, only to UK residents aged 18 or over.

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