All the latest insight and commentary from James Daley and the Fairer Finance team.

Blog

What's the best way to measure customer satisfaction?

21 May 2019

What's the best way to measure customer satisfaction?

Thomas Brennan-Siegert

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.

Blog

Time for the FCA to demand transparency from life insurers

17 May 2019

Time for the FCA to demand transparency from life insurers

James Daley

Life insurers publish their percentage of claims paid each year - but there's no consistency and insurers like Legal & General are becoming more reluctant to publish them at all.

Blog

How to write Ts & Cs without using the word 'liability'

23 April 2019

How to write Ts & Cs without using the word 'liability'

Richard Robinson

With more and more cases being settled at the FOS, a legally watertight but impossible to understand document can often work against a business.

Blog

Calculating cashback, assessing airmiles & rating rewards

23 April 2019

Calculating cashback, assessing airmiles & rating rewards

Thomas Brennan-Siegert

Soon we'll be launching our new Credit Card Product Ratings - our most complex ratings yet! Read on to find out why.

Blog

Black box insurance: what insurers aren't telling customers

23 April 2019

Black box insurance: what insurers aren't telling customers

Mason Taylor

Telematics car insurance can save customers money. But some policies have significant exclusions that aren't being communicated clearly to customers.

Blog

Dual Pricing: is data the answer?

15 April 2019

Dual Pricing: is data the answer?

James Daley

James Daley tries to find the solution to insurance's most controversial and topical problem.

Blog

Fairer Finance is 5

15 March 2019

Fairer Finance is 5

James Daley

We've been threatened, smeared and fired - but we've made it to our fifth birthday and we're still going.

Blog

Cashless chaos: why we need to act now to manage the decline of cash

6 March 2019

Cashless chaos: why we need to act now to manage the decline of cash

James Daley

Cash usage has halved in the last decade. If we don't act now, consumers will soon be charged for getting hold of cash, and will find many less places to use it.

Blog

How can the insurance industry avoid getting sucked down the plughole?

4 March 2019

How can the insurance industry avoid getting sucked down the plughole?

James Daley

Price competition in the insurance world has led to a race to the bottom on standards and a rise in complexity and bad outcomes. Time for the S.O.S. signal to be sent out.

Blog

Regulator's banking survey still throwing up odd results

18 February 2019

Regulator's banking survey still throwing up odd results

James Daley

The latest round of the CMA's service quality survey for banks has been published. The results continue to be out of kilter with other surveys in the market.