FSCS: Building trust when financial organisations fail

For the FSCS to deliver excellent customer support when they face financial trauma puts great emphasis on the need for insightful customer and market research. The Nursery delivers ongoing integrated customer, brand and communications research focused on delivering on FSCS mission and helping a culture of trust and support to grow

"The Nursery Group have been managing Customer Surveys for FSCS since March 2019. In that time, customer responses have almost trebled, providing much more stable and reliable results for us to act upon. Through detailed dashboards and quarterly in-depth presentations, we’ve received a significant amount of analysis and insight from customers that we haven’t previously seen. The data is presented so it is clear where we need to improve or introduce new services. As a result of this, combined with the changes we have implemented on the back of this insight, our Csat index climb from 74% to 84% in 12 months. The team at The Nursery are always supportive and available to act quickly and professionally to any requests we make throughout the year. We really see them as part of our team."

Sarah Marin - Chief Customer Officer, FSCS