By Matt Allison, Product Designer, Personal Savings at OakNorth

At OakNorth, we’re always looking for ways to make saving simpler, clearer, and more rewarding. But the best ideas don’t just come from us – they come from you, our savings customers.

The comments, ratings, and suggestions we receive help us understand what’s working in your OakNorth savings experience, and what could be better. You might have noticed short surveys pop up while using the OakNorth savings app or online banking, and this is how we stay connected to what matters most to you.

These quick questions are more than a check-in – they’re how we listen, learn, and improve so that every part of your digital savings journey feels effortless and transparent.

Listening to what matters most

We design for clarity and simplicity, but those mean different things to different people. Customer feedback helps us understand how you use your OakNorth savings account in the moments that count – like opening an account, tracking interest rates, or deciding what to do when your fixed-term savings comes to an end.

When something feels confusing or could be clearer, we dig in. We review your feedback, talk with our product and design teams, and look closely at where friction might be happening. It’s an ongoing cycle of learning and improving the customer experience.

What we’ve learned, and changed

Earlier this year, one of the most common themes in your feedback was around reinvesting maturing savings accounts. Many of you told us the process wasn’t as clear as it could be, especially when it came to understanding when your account was due to mature.

That insight led to a review and redesign of the OakNorth reinvestment journey. We worked with our product team to:

  • Simplify the content
  • Refine the steps
  • Make the process easier to follow

The result? A more transparent experience that helps you feel confident in your decision, all thanks to your feedback

The newly introduced pop up reminder notifying you that your account is soon to mature.

Designing with you

When customer feedback comes in, we review it, discuss it, and use it to decide what to focus on next. Sometimes it leads to small changes in wording or layout; other times it sparks bigger design explorations and product improvements.

What stays consistent is our approach: designing with our customers. Our design and product teams work side by side, using your insight to make meaningful improvements. It’s not about guessing what you need, it’s about learning from you and responding thoughtfully.

What’s next

You’ll keep seeing opportunities to share your thoughts through short in-app surveys that help us understand your OakNorth savings experience in context.

If you see one, we hope you’ll take a few seconds to tell us how things feel. Your feedback directly shapes what we design next – helping us make OakNorth savings accounts even more intuitive, transparent, and personal.

Thank you for helping us build better banking for savers.

Q: How does OakNorth use customer feedback?
A: We use in-app surveys and ratings to refine our OakNorth savings app, improve clarity, and make saving simpler and more rewarding. Not got the app? Get it on the App Store or Google Play store.

Q: How can I share feedback on my OakNorth savings experience?
A: You can share feedback directly from your profile once you’re logged in to the OakNorth app or online banking. You’ll also see short in-app surveys pop up during key moments. If you’d prefer, you can always get in touch with our team by email or phone. Every comment helps us learn and continue improving your savings experience.

Ways for you to share feedback.