Institute CEO comments on the FCA's recommendations to reform the asset management industry

28th Jun 2017

Commenting today on the Financial Conduct Authority's recommendations to reform the asset management industry, Institute CEO, Jo Causon commented:

"The new business rules published today by the FCA are good news for customers. Our UK Customer Satisfaction Index (UKCSI) finds the measures which define the difference between the highest and lowest scoring organisations in the finance sector are those relating to customer relationships, such as handling of enquiries and quality of information and advice, as well as cost measures.

“Additionally, our research consistently finds a notable correlation between customer satisfaction and trust, and business reputation, which will prove vital to maintaining, and indeed expanding, market share.”


Notes to editors

Helen Glover or Mike Petrook (Institute press office)
E: [email protected] or [email protected]
T: 020 7260 2698 (Helen) or 020 7260 2631 (Mike)

About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to

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