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Improving Customer Engagement when talking about Debt
“No one customer is exactly the same; you can profile them, slice and dice the data but the crux of it is – what does your customer need?”
Debt Awareness Week 2021
Debt Awareness Week is a drive to destigmatise debt and help people to have open conversations around their finances to get back on track.
Coming Up For Air
The Breathing Space and Mental Health Crisis Debt Respite Scheme came in on 4th May 2021 in England and Wales to support people in debt.
Duty of Care: Why brands may soon feel more pressure to support their customers
Competition between businesses is a force for positive change, but ultimately should never worsen the customer experience.
2/3 Complaints to Water Companies Relate to Billing Queries
What are customers complaining about most? Billing is leading the way with 67% of queries – that’s 63,083 of the 93,758 total complaints.
Listen, Care, Share: Ofwat’s latest report
The latest initiative from Ofwat focuses on vulnerability of customers, and how to improve support and services across the industry.
Caps and Cuts – What Ofgem’s price hike really means for UK consumers
Ofgem announces price hike affecting millions of households Changes due to take place in October 2021 In July, Ofgem warned that energy bills would be rising this winter highlighting the challenges...
The Hidden Vulnerable
What More Can Companies Do To Identify And Support Vulnerable Customers? A shift in perception For many businesses, the pandemic brought customer vulnerability into stark focus. Individuals that...
Broadband & phone complaints hit three-year high
Ofcom release the latest league tables The Ofcom league table covers telecom provider performance over January to March 2021, including over the 3rd UK national lockdown. Today, Ofcom released the...