Member Voice
If you bank, save or have a mortgage with us, you are not just a customer of Nationwide – you are a member – and our members own us.
‘Member Voice’ is how you can have your say.
You can use it to share ideas, offer feedback and work with us on what matters most to you. That can include everything from the service we provide, to the accounts we offer, to the support we give those who need extra help. Your contribution will shape our products and services.
How Member Voice works
Once you have signed up to Member Voice, you can take part in:
Discussions – with other members and with us – about what members need most from Nationwide and what we need to focus on
Surveys to help shape our products and services
Video and phone interviews to help us understand your personal experience
Group online live chats – where a few members talk to us in more detail.
You will receive an email invite each time there is something for you to take part in. Just choose the topics you’re interested in.
The Member Voice website also shows you what activities you can join. For activities like surveys that you complete on your own, you normally have a week or two to respond. You can do so when it suits you.
The difference you can make
What Nationwide members have helped shape in 2024:
- How we can better help members with hearing loss get access to our services.
- How we evolved the eligibility criteria for the 2024 Nationwide Fairer Share payment.
- How we could replace our passbook accounts without affecting the face-to-face service some members still want from us – that included testing of our new Savings Wallet.
- How we can best reward the loyalty of our savers – what works and what doesn't – insights we can use to create new accounts.
- What a "responsible business" is, how it should behave and what it should focus on, as well as how we're currently performing.
- How we report on our Social Impact – what members liked, disliked and would improve.
- How we told members about our purchase of Virgin Money – so they knew what was going on and why we were doing it.
“I like the ability to comment on things that Nationwide are thinking about doing, and the possibility that my contribution will help to improve things for the members. It's a chance to provide feedback on developments at Nationwide, helping to improve the building society in the way members want.”