That is according to a study by market researcher Maru/edr, which found that less than half of financial services customers have been asked to give feedback in the last year.
This is despite the Financial Conduct Authority’s (FCA) Treating Customers Fairly policy suggesting that feedback is one of the best ways to comply with the initiative.
The research also shows that around half of customers think they can be treated unfairly by providers, while less than a third rate the communications they receive highly.
“Customer feedback is vital for brands looking to protect and grow their market share," Maru/edr chief research officer, Steve Brockway, said.
http://www.theactuary.com/news/2019/03/financial-services-firms-failing-to-capture-customer-feedback/
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