About us

We are an independent think tank dedicated to creating ethical business.

We conduct high-quality research in order to gather information on what you, the customer, want and need. This information is used to help businesses become more customers centric, to inform regularity bodies on how to create policy and to ensure customers have the information they need to decide what is right for them.

 

Our values

We believe that businesses’ fundamental purpose must be to create value for their customers. That is the only way for businesses to be successful and profitable in the long term. Moreover, businesses directly affect people’s lives; they must take care of their customers and treat them responsibly.

We think the best way to achieve customer centricity is to cooperate with organisations to ensure their operating model is geared towards customer-focused outcomes.

 

Our mission

The financial services industry is the sector in which customer centricity is most relevant and most necessary. Financial services have a great and long-term impact on the lives of their customers, and therefore they have a responsibility to uphold integrity and fairness.

In recent years consumer trust has been undermined and the consequences of banks not prioritising customer needs have been well publicised. Mis-selling products and failing to honour consumer interest has had devastating consequences on households, businesses and the wider economy.

There is a demand for change; now we require solutions. We want to provide these solutions through research that informs policy and opinion, and assessment tools that allow companies and regulators to measure the customer centricity of an organisation and identify the areas that require improvement. In doing so we hope to create a fair, transparent and sustainable financial service industry.