Insights ¦ Priority Services Register Customer Survey

Published by: ccw.org.uk Search for original: Link Key Take Aways Overall satisfaction with the Priority Services Register (PSR) scheme remains high, with over two-thirds of customers very or fairly satisfied. A significant proportion of the registered population (54%) is certain of their inclusion on the PSR, indicating strong awareness among long-term registrants. The primary qualifying condition for registration is being of pensionable age, followed by having illnesses or physical impairments, underscoring the scheme’s focus on vulnerable groups. Many respondents correctly… Read more

Insights ¦ Regulatory Initiatives Grid December 2025

Published by: Financial Services Regulatory Initiatives Forum Search for original: Link Key Take Aways The December 2025 edition of the Regulatory Initiatives Grid is the ninth iteration, outlining 124 live regulatory initiatives for the UK financial services sector over the next two years. The total number of live initiatives has decreased by 13% since the previous edition, reflecting ongoing efforts to streamline regulation. A significant portion of initiatives (over a third) are joint efforts involving multiple regulators, with a focus… Read more

Podcast ¦ CX Passport: The one with the DAF CX – Dr. Liz Okuma E243

Podcast : CX passport Search for original: Link Key Take Aways Organisations in specialised sectors like endowments and charitable foundations can achieve significant customer experience improvements by adopting a customer-centric mindset, even when interactions are predominantly remote. The realisation that internal processes and employee engagement are critical to delivering exemplary external customer experience. Internal listening tours and engaging frontline team members are vital in uncovering hidden opportunities and gaps within customer service processes. Cross-functional teams and journey mapping are effective… Read more

Insights ¦ Lowell FVI 8 – Report v2.1 LS V2_small

Published by: Lowell Search for original: Link Key Take Aways The UK Financial Vulnerability Index (FVI) increased to 45.5, marking the highest level in 2.5 years and signalling a significant worsening of financial resilience nationwide. The largest 12-month rise since Q1 2021 underscores deteriorating economic conditions, driven by stagnant growth and recent contractions in late 2024. Economic pressures such as rising debt, declining disposable income, and regional inequalities are key drivers increasing financial vulnerability. Middle-income groups and previously resilient regions… Read more

Insights ¦ Cost of living: wave eight

Published by: Ofwat Search for original: Link Key Take Aways Nearly half of water bill payers (47%) report difficulty paying household bills ‘sometimes’ or more often, with stability over the past year. One in six (17%) water bill payers currently struggle with their water bill; concern about water costs remains high at 32%. Awareness of financial assistance for water bills remains steady at approximately 34%, but actual receipt of support is lower at 8%. Younger consumers (18-34) show higher trust… Read more

Insights ¦ 2025 consumer digital index

Published by: Lloyds Banking Group Search for original: Link Key Take Aways Artificial Intelligence (AI) is now a central component in personal finance, with almost one-third of UK adults using AI tools weekly for managing their money, leading to reported annual savings of £399. Digital engagement across the UK has reached near-universal levels, with 95% of adults online, and significant improvement among older generations—86% of those aged 60+ are now internet users. Financial confidence correlates strongly with digital capability; those… Read more