Simplified » treating customers fairly

To reap the rewards of clear communication, you must test your documents with customers

Admin — Sat, 07 Nov 2015 17:54:07 +0000

Many UK companies are investing in improving their customer communications so that they are written clearly, in a way that´s aligned with Treating Customers Fairly and the Consumer Rights Act. But how do you measure if you are achieving this goal when there are no objective criteria for clear communication or plain language? UK laws […]

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Insurance jargon simplified

Admin — Sat, 27 Sep 2014 21:34:08 +0000

No longer do consumers tolerate ‘small print’ and unnecessary jargon in insurance. Increasingly, these are viewed as wilful barriers to the truth – as WMDs (Words of Mass Deception). Organisations that continue to use them risk losing the trust of their stakeholders. The problem: small print that consumers distrust The long-term insurance industry has so much jargon […]

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Plain English and Treating Customers Fairly audits

Admin — Sat, 27 Sep 2014 21:26:48 +0000

Large companies produce thousands of documents, from adverts to customer-service letters, from annual reports to supplier agreements. A company-wide plain English and Treating Customers Fairly audit allows you to identify strengths and weaknesses, and understand where to focus your efforts. The problem: no benchmarks or action plans for improvement A global financial services company committed itself to communicating […]

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