When our customers told us they needed help building confidence using our digital services, we listened.
During a digital coaching appointment, customers can use a self-service terminal or bring their own phone, tablet or laptop. Staff work alongside them, one-on-one, providing step-by-step guidance at a pace that suits their needs. Learning on a familiar device helps customers to use digital services independently when they return home.
More than 100,000 face-to-face and 6,000 phone digital coaching appointments were completed in the past financial year. Feedback from customers who have used digital coaching shows they value the personalised support and practical guidance. Customers tell us coaching helps them build confidence to use our digital services when doing business with us.
Customers value the opportunity to ask questions without feeling rushed. Many also say the coaching gives them confidence to use our digital services independently in the future.
Watch the video to learn more about how digital coaching helps customers build confidence using digital services.