treating customers fairly
05-Dec-2007
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Hi There is new legislation for retail financial services organisations next year. Treating customers fairly. Part of the requirement is to have MI which is actionable and demonstrates that the org is treating customers fairly, anyone got examples of the type of MI??
I am doing some research so if you have any insights on TCF please let me know.
Thanks in advance
Lee Campbell
MyCustomer.com 05-Dec-2007
Story read 2646 times
Paula Aitken
paitken@advogroup.co.uk
We have been working with a Building Society on the same issue and have found a way to demonstrate compliance whilst improving customer experience through a series of experience evaluations with customers.
We have also proposed to use regular customer experience performance measures as part of staff appraisals.
Damian Rees
Experience Solutions Ltd
http://www.experiencesolutions.co.uk
Two of the biggest difficulties with fairness are what exactly constitutes fairness (e.g. is a new customer receiving a better offer than existing customers to sign-up to a service unfair?) and from who's perspective is it measured (e.g. is fairness, like quality, decided by customers, by the banks, or by some overarching authority like the FSA?).
The danger in this scheme is that it will become an over-complicated, centralised, bureacratic activity that sets almost irrelevant low standards (remember customer service charters?) and that serves no-one, least of all customers.
Graham Hill
Independent CRM Consultant
Interim CRM Manager
quite a few of our feedback customers are FS companies and a few years ago when TCF was introduced we worked with them to develop an approach that linked the feedback to TCF principles. We summarised this in a paper "Treating Customers Fairly - the role of feedback". If you send me your email, I will send you a copy.
Regards
Dave Jackson
david.jackson@clicktools.com
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TCF & MI
At Charter UK we provide enterprise complaint and feedback management software across all industries.
One of the strengths of our solution is providing management information. Every field in our solution is reportable and as fields are configurable you can literally capture whatever you want to capture and report on.
I'd be happy to spend some time discussing how we're helping our customers address TCF if you'd like to get in contact.
Regards
Richard Young
Pre Sales Consultant
Charter UK
www.charter-uk.com