A market-moving dashboard that delivers high quality competitive benchmarking, helps firms to reduce complaints, and builds better products.
360° delivers the voice of the customer in financial services
360° is a rich and real-time customer insight dashboard underpinned by a unique data set that is consumer volunteered and provides quick identification and prioritisation of issues to drive change.
Our data set
Our unique and rich data set powers Smart Money People 360°. For example, we capture both performance and regulatory metrics across all leading financial products and financial firms. We also understand more about the people leaving this feedback.
Our review data:
BrandWe have data on over 1000 UK financial firms
Product TypeOur data is structured at the product category level
Product NameWe also know which specific product a consumer has
Overall RatingConsumers provide an overall rating out of five
Review TitleConsumers sum-up their review in a couple of words to give us the headline story
Net Promoter Score (NPS)We ask consumers whether they would recommend a firm to friends or family
My Review is AboutWe pinpoint where in the customer journey consumers are when writing a review
Free Text DescriptionOn average consumers volunteer 244 characters of text per review
Customer ServiceConsumers provide a 1-5 rating
Value For MoneyConsumers provide a 1-5 rating
Understand Product DetailsWe ask consumers whether they understand the product details. When they say ‘no’ or ‘not sure’ we ask them to tell us why
Treated FairlyWe ask consumers whether they feel fairly treated. When they say ‘no’ or ‘not sure’ we ask them to tell us why
Our user profile data:
LocationWe track the UK region of our panel
Age ProfileWe use six age groupings to profile of our panel
GenderWe track the gender of our panel
AffluenceWe use four groupings to profile the affluence of our panel
Channel PreferenceWe ask our panel to tell us about their preferred channel: branch, phone, app or online
Behavioural ProfilesWe encourage consumers to leave >1 review which helps us to build behavioural profiles and find out more about them
Our data powers the industry
Our data and insight is used by banks, insurers, building societies and trade associations. It’s also been featured in a range of publications, including The Spectator, BBC News and The Sunday Express.
