Monday, January 17, 2022
Home Industry Insights News UK Student Loans Company Establishes Customer Panel

UK Student Loans Company Establishes Customer Panel

Having recently established a new Customer Vision, the UK non-profit Student Loans Company has made a further step in its strive for customer-centric experience, founding the Student Finance Customer Panel. The Student Loans Company (SLC) is owned by the UK’s Department of Education as well as the governments of Scotland, Wales, Northern Ireland, along with the Student Finance of each. SLC provides loans to college and university students. The newly-established Customer Panel will work with user research and testing, and with the target audience of current and prospective students and alumni in mind.

The UK student loans system is based on government loans for tuition and maintenance costs, which are assessed individually for each student depending on their needs. Repayment starts automatically by employers, after the student starts earning more than a certain amount a year (which differs in England and Wales), but the minimum interest starts accumulating from the time the money is received and goes up the more you earn. Thirty years after the student graduates, the loan will be annulled, regardless of how much was or was not paid off. The system in Scotland and Northern Ireland is different, with tuition being either free or capped.

The Panel assembled virtually for the first time in April and includes Student Finance customers all over the UK, with the addition of a UX team. Recruitment of the 16 members began in early 2021, with the intention of gathering a diverse group to represent the target audience.

Moving forward, the aim will be to assess opinions about the way customers interact with such services as SLC and their expectations – working hours, response times, enquiry channels, etc. The Customer Panel will meet every annual quarter at the minimum, with members chosen for one year, with an option to extend for an additional year.

About the author

Anna Burneika
Anna is a staff writer at CXBuzz. Her international background lends itself to 5 languages, a wide variety of interests, and a broad and bright approach to her work. Having accomplished her first degree - a BA in Communications and Political Science - at only 19 years old, she is currently pursuing her passion of Theatre with an MA in the UK.


EIS To Support Esure Group's Digital Transformation with Customer-Centric Platform

EIS To Support Esure Group’s Digital Transformation with Customer-Centric Platform

Features Include Tailored Propositions, Attractive Pricing & Tech-Enabled Customer Experience EIS is to help Esure Group to use a customer-centric platform and increase the number...
New Hires in the CX Space: April 26th, 2021

New Hires in the CX Space: April 26th, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. From Credit...

Most Popular

Recent Comments