Why are consumer finance brands still playing catch-up on customer service? Industry insiders speak out

In recent years, various consumer surveys of attitudes towards banks and financial service brands have revealed that the FS sector is among the least trusted of all industries. What’s more, this perception has barely changed since the financial crisis of 2008.
At St Luke’s, we wanted to dig deeper. In May 2016, we recruited an anonymous selection of financial service workers to an online discussion about the brands they work for, what they stand for, and how this affects the customer