A major Banc assurer needed to understand the extent to which it was treating customers fairly (TCF) as part of the evidence required to be monitored by the FSA. The project required extremely large and robust samples of customers in different parts of the business covering home, motor, credit card, PPI, pet, travel etc., so that segments could be looked at individually and any service hot-spots identified.
A bi-annual benchmark of 4000 insurance claimants was undertaken via telephone interviews and a complex matrix of quotas delivered.
Diagnostic qualitative investigations were occasionally conducted after a wave of the quantitative survey had highlighted any specific issue warranting deeper investigation; these were conducted in person by FWD experienced senior interviewers.
The insights helped the client satisfy FSA reporting requirements on TCF. Additionally, valuable insights could also be used internally to improve key services and products over the life time of the project.
