12th 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.

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11th 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?

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21st 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.

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18th 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?

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16th 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.

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17th May 2017

Why companies fail at the FOS

One in three decisions by companies are being overturned. The reasons are entirely preventable.

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20th 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.

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22nd June 2016

Customs charges on your birthday presents - a Royal rip-off

How Royal Mail and HMRC work together to ruin people's birthdays.

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5th 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.

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