Blog

By James Daley

In a competitive credit market, firms find it hard to resist the temptation to incite their customers to borrow money. But in doing so, they're crossing a line

By James Daley

Measuring quality in banking is no mean feat, but our new report aims to do just that.

By Thomas Brennan-Siegert

Most consumers don't care about sample sizes. So why do we bother telling them?

By 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.

By 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.

By 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.

By 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.

By Mason Taylor

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

By James Daley

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

By James Daley

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