Our blog: Misc

Coronavirus: Treating customers fairly in a pandemic

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.

Sample size numbers in adverts – what’s the point?

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?

What's the best way to measure customer satisfaction?

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.

How to get robo-advice to work? Try being human.

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?

How to break up with desktop

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.

Why companies fail at the FOS

17 May 2017

Why companies fail at the FOS

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

Customer Opinion - The Online Experience

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.

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

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.

And now for something completely different: how to buy carpets...

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.