Back in July 2013, the Institute of Customer Service released the report entitled “A question of trust: the business impact of customer service in the finance sector”. It is definitely worth a read – it includes some good news and some things to work on. After all, those with better service, receive more recommendations and have more loyal customers. Your reputation is a fragile asset and needs constant attention – especially in light of the Insurance Premium Tax coming in next month.
Key findings can be watched:
The Executive Summary can be found here Question_of_Trust_report.13-17