FCA Compliance and a ‘Customer First’ Approach

The Financial Conduct Authority (FCA) latest business plan for 2022 is about a more Customer-Focused approach that improves customer outcomes, service, compliance and putting the ‘Customer First’. Customer service and adopting more focus and more emphasis on a ‘Customer-First’ approach is an agenda that the FCA has been promoting for [...]

How can your mystery shopping programme be more cost effective but still provide valuable insight? 

Many businesses invest in mystery shopping as a tool to evaluate customer experience. Mystery shopping is a very effective measurement tool as it allows you to replicate a real customer enquiry and create a measurement criteria, based on your sales process and training programme. Mystery shopping can take place face-2-face, via phone or online to [...]

How will customer service be measured alongside social distancing?

Customer service is still at the forefront of everyone’s mind, even during these unprecedented times. How businesses cope with fewer staff members and social distancing measures will have an impact on the level of service they deliver to their customers.   Pre COVID-19, many businesses had customer experience (cx) programmes in place to measure the level [...]

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