12 May 2020
Coronavirus: Treating customers fairly in a pandemic
In the midst of a global pandemic, it's more important than ever to treat customers fairly.
11 June 2019
Sample size numbers in adverts – what’s the point?
Most consumers don't care about sample sizes. So why do we bother telling them?
21 May 2019
What's the best way to measure customer satisfaction?
There's a lot of ways to gauge customer satisfaction. I give my views on Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score to decide which one is best.
18 June 2018
How to get robo-advice to work? Try being human.
A number of financial services providers are looking to robots to deliver advice to consumers. But are they at risk of repeating the same old mistakes?
16 April 2018
How to break up with desktop
Providers are still thinking desktop-first when it comes to Ts & Cs. Here are our five tips for going mobile.
17 May 2017
Why companies fail at the FOS
One in three decisions by companies are being overturned. The reasons are entirely preventable.
20 February 2017
Customer Opinion - The Online Experience
We asked consumers what they thought about dealing with banks and insurers online, and the results are positive.
22 June 2016
Customs charges on your birthday presents - a Royal rip-off
How Royal Mail and HMRC work together to ruin people's birthdays.
5 May 2016
And now for something completely different: how to buy carpets...
The carpet market has more than a few similarities with the world of banking and insurance. It's easy to get ripped off.