All the latest insight and commentary from James Daley and the Fairer Finance team.
Blog
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.
Blog
17 May 2019
Time for the FCA to demand transparency from life insurers
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
23 April 2019
How to write Ts & Cs without using the word 'liability'
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
23 April 2019
Calculating cashback, assessing airmiles & rating rewards
Soon we'll be launching our new Credit Card Product Ratings - our most complex ratings yet! Read on to find out why.
Blog
23 April 2019
Black box insurance: what insurers aren't telling customers
Telematics car insurance can save customers money. But some policies have significant exclusions that aren't being communicated clearly to customers.
Blog
15 April 2019
Dual Pricing: is data the answer?
James Daley tries to find the solution to insurance's most controversial and topical problem.
Blog
15 March 2019
Fairer Finance is 5
We've been threatened, smeared and fired - but we've made it to our fifth birthday and we're still going.
Blog
6 March 2019
Cashless chaos: why we need to act now to manage the decline of cash
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
4 March 2019
How can the insurance industry avoid getting sucked down the plughole?
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
18 February 2019
Regulator's banking survey still throwing up odd results
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.