Customer story: Northern
Northern offers customers fast refunds and a seamless digital journey with Payit™.
Weathering a refund storm under COVID
Northern plays a vital part in the North of England, operating one of the largest train companies in the UK, visiting more than 500 stations and serving cities such as Newcastle, Leeds, York, Sheffield, Manchester, and Liverpool.
When the COVID19-pandemic led to country-wide lockdowns, Northern faced an unprecedented number of refunds. While previously customers would have gone back to their point of purchase to receive a refund, this option wasn’t possible for many during the lockdowns.
Easy refunds, all safely remote
Northern implemented Payit to send refunds to their customers without needing to know or store their bank details.
Quick refunds at scale
Payit provided a quicker and faster refund/compensation solution that worked remotely and at scale.
Reduced data-handling
Payit reduced Northern’s data handling requirements, as Payit does not store or share customer account details.
Fewer cheques
Payit decreased the number of cheques issued, saving time, money and the need for physical cheque handling by the customer.
Eligibility criteria and fees apply. You will need to sign up to Payit terms and conditions and hold an account with us. Fees are based on the volume and average value of e-commerce transactions. Speak to a NatWest Relationship Manager (where relevant) for further information, or request a call back.
Outcome
Asking for customer feedback after every successful claim, Northern soon found that its customers equally appreciated Payit’s speed and ease of use when requesting a refund. With a high Net Promoter Score of 73%, Payit has delivered on Northern’s mission: to put customers at the heart of their business.
Payit has not only been a game changer for our refund process by offering our customers a fast and reliable solution but also demonstrates the work we are doing to put our customers at the heart of everything we do. We thank the NatWest team for their excellent guidance throughout the whole process, their knowledge and hard work, and their determination in helping us with the implementation of Payit and we look forward to continuing to work together to deliver new innovative solutions and make it easy for our customers.
Alfie LambNorthernFinancial Controls & Management Information Accountant