We continue to improve the technology that powers our customer experience, and we lead the way on the introduction of innovative technology to ensure we respond quicker to customer needs. One example of this is our pilot introduction of Biometric Credit and Debit cards – we were the first UK bank to trial this new technology for the benefit of our customers. We also provided the UK's first biometric approval service on Bankline Mobile, for business payments of any size, which allows customers to approve their domestic payments on their Android or Apple device.
Another example of this is the piloting of the UK’s first biometric payment fob, which enables our customers to conveniently and safely make contactless payments up to £100 with just the fob and their fingerprint so no need for a PIN.
We launched the UK’s first Faster Payments clearing Application Programming Interface (API) allowing real time, 24/7 instantaneous payments capabilities for customers.
We are now providing a market leading B2B asset finance digital journey for our customers – who can now build a bespoke quote, check our business rules, add balloons, receive an interest rate tailored to their individual risk profile, and obtain an instant credit decision for transactions up to £250k.
We are the first bank on the Market to offer SONIA-based (Sterling Over Night Index Average) lending products in the market.
We are offering an Intelligent Safe cash solution providing corporate customers automated account crediting and reconciliation of cash transactions without the need to visit a branch.
We are the first high street lender to deliver paperless mortgages, with 91% of our direct applications now completed in a paperless way. This is an increase from 72% in 2018 demonstrating our relentless investment to improve the customer experience and be mindful of our environmental responsibilities.
The Home Buying and Ownership business is enjoying high levels of customer applications, demonstrating the strength of our brand in the market. Throughout a period of exceptional business volumes, we have still increased the number of customers who are benefiting from the 14 day ask-to-offer from 72% 2018 to 74% YTD.