Fantastic feedback in our latest customer research

It is no accident that the first Omni and Castle Trust Bank value is Customers First. Placing customers at the heart of everything we do is a core part of our business.

As the saying goes though, if we’re going to talk the talk, we also need to walk the walk. That’s why we’re delighted with the results of our latest customer research, conducted over the summer of 2021. Net Promoter Score (NPS) uses a single survey question to gauge customer satisfaction with a product or company – “On a scale of 0 to 10, how likely are you to recommend Omni Capital Retail Finance?” We achieved an incredible NPS rating of +68 (which is even more impressive when you compare this against the latest industry benchmark scores of +57 for Insurance, and +58 for Financial Services). Moreover, 91% of our customers scored 8, 9 or 10 out of 10 when asked to rate their overall satisfaction with Omni. Customer comments included:

  • “Seamless process no hassles whatsoever. If only all loans for finance were this easy.”
  • “Having the credit /finance made it very easy for me to get the surgery I needed. I know I won't struggle to pay it back as they set it at the price affordable for me. Very pleased.”
  • “Great customer service and fantastic value for money.”
  • “Ease of spreading payments over time makes service more accessible. Straightforward application process.”
  • “Quick service, customer friendly during a phone call and no faff.”
  • “Because you were there when I needed you most, my poor dog wouldn’t have survived the night if it wasn't for your interest free credit loan.”

We won’t rest on our laurels though – we’ll keep doing all we can to make your experience as a customer as good as it can be.

If you’ve received good service from us we’d be delighted if you’d leave a positive review on Trustpilot here. If you haven’t had a good experience, we’d like to hear from you directly on 0333 240 8317, or by completing our contact form here, so that we can do all we can to put it right, and help continue to improve our service.