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Essential Digital Skills for Work 2024
The fifth wave of tracking Essential Digital Skills (EDS) research launched in Lloyds Banking Group’s Consumer Index report at the end of 2024. Ipsos was commissioned by Lloyds Banking Group to measure the UK’s ability to navigate the online world – in life and in work.
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Using Mystery Shopping to proactively measure staff engagement with Consumer Duty
Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.
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Improving Consumer Duty Outcomes Through Customer Experience
Understanding the health of your relationship with customers is vital to sustain, broaden, and deepen customer relationships. For brands in the financial services sector, Consumer Duty only adds to this commercial impetus to treat customers fairly - the regulatory imperative has moved from adhering to rules to being guided by the core principle of acting to deliver good outcomes for retail customers.
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Nationwide: Reaping the rewards of demonstrating empathy
Recent research conducted by Ipsos across numerous categories brought to light the importance of Expectations, Context, and Empathy in driving brand choice.
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UK Essential Digital Skills 2023
The fourth edition of Essential Digital Skills (EDS) research has launched this November. Ipsos was commissioned by Lloyds Banking Group to research the digital capability of the UK adult population, across a range of skill areas. This research is reported alongside the Consumer Digital Index, which measures the digital and financial lives of the UK population.
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Consumer Duty: A clear way forward
A holistic solution for ensuring your business can not only meet, but exceed The Consumer Duty standards.
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Innovating with Financial Service Customers in Mind
By now, UK Financial Service (FS) providers should have their houses in order regarding the compliance of existing products and services to Consumer Duty outcomes. But what about new products and services travelling through the innovation pipeline? Is there a plan for baking Consumer Duty into their design phase?
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Building Stronger Stakeholder Relationships Through Consumer-Centric Culture
A positive reputation can unlock value across a business’ external stakeholder relationships. Whether engaging policymakers and regulators, consumers, the media, or wider business partners, meeting the Consumer Duty will be a key requirement for businesses to build and maintain positive sentiment among these stakeholder groups.
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Creating and Embedding Cultural Change
With Consumer Duty in full force firms will be expected to show they have embedded the outcomes of the Duty in their culture, presenting a challenge and an opportunity.
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Digital Banking: Is your app hitting the right notes with your customers?
A well-designed banking app experience can build positive brand associations, but what can traditional banks learn about improving the online user experience?