Following our ‘What does it mean to be honest and fair with customers’ panel on November 7th, we wanted to share the key themes that emerged during the event.
Gillian Guy, Chief Executive, Citizens Advice “The power balance between the customer or citizen and the business really needs to be redressed”
During a wide-ranging discussion, it was clear that both panellist and participants alike felt fairness and honesty with customers is a choice a business can, and should, make. A key part of this is whose interests and needs decision-makers take into account, and with what priority and level of commitment.
The debate highlighted that when business structures and goals focus on short-term revenue targets it often results in decisions at odds with the customer, citizen or public good. In some sectors, particularly where choice is limited (by provider availability, such as with utilities), or where a monopoly exists (such as with transport options and digital services), opacity and customer dissatisfaction are common.