A Cultural Shift – How to Regulate to Improve Customer Service
£1,000.00
Our latest Breakthrough Research assesses what regulators should do to stimulate higher standards of customer service in the sectors they regulate and ensure the customer perspective is appropriately represented in decision-making.
The research also examines the skills and capabilities required by regulators and consumer attitudes about regulation in the UK.
Description
At a time when organisations in regulated sectors and regulators are under growing scrutiny, the research assesses what regulators should do to stimulate higher standards of customer service in the sectors they regulate. We also examine how the customer perspective can be appropriately represented in decision-making; skills and capabilities required by regulators; and consumer attitudes about regulation in the UK.
The research is based on online surveys with 2,040 consumers, 253 managers who work in regulated sectors and interviews with 27 senior executives from organisations in regulated sectors, and in regulators.
The research sponsors are Cabot Financial, EON Next and Northumbrian Water.