Treating Customers Fairly

According to Treating Customers Fairly (TCF) research conducted by Brandspeak and ICM, only 15% of consumers expect to read important financial communications – like product guides, annual statements and customer service letters – on a line-by-line basis.

Instead, 75% believe that they will not be able to understand what they are required to read, whilst 85% (see right) say that they either don’t read the communications at all, or reject them early on because they come across something that is either challenging or irrelevant.

alternate textUsing proprietary tools and techniques Brandspeak has conducted 100’s of focus groups and depth interviews reviewing client communications with consumers in detail, to identify the individual words, sentences, paragraphs or graphics likely to cause outright consumer rejection, or cause them to skip over vital information.

We have also launched Clarite, our online quali-quant communications assessment tool, enabling clients to research more consumers without losing qualitative nuance.
alternate textFree ‘best practice’ TCF presentation
Supported by ICM’s research, our free, best practice TCF presentation explains consumers’ differing attitudes and behaviours towards to financial communications.

It also identifies the top 10 TCF issues prevent consumers from engaging with and understanding key financial information.

Finally, it makes recommendations about what needs to be done to improve engagement with financial communications – from the consumer’s perspective.

To get hold of a free copy please contact Jeremy on 01285 700766 or by email: jeremy@brandspeak.co.uk
+44 (0)1285 700766
info@brandspeak.co.uk
Contact us
For all enquiries please contact us on:
+44 (0)1285 700766
info@brandspeak.co.uk